“Social media is the new research frontier and newBrandAnalytics has taken a commanding lead in this space with an unparalleled platform. This is what attracted me to nBA," says Mark Lomanno
Washington, DC (PRWEB) November 10, 2011
Officials of newBrandAnalytics (nBA), the hospitality industry leader in developing cutting edge applications to use social media feedback to obtain and analyze customer satisfaction and competitive intelligence, today announced Mark Lomanno has joined the company as an active board member. Concurrently, the company announced Janet Gerhard has joined the organization as executive director, hospitality.
In his new position, Lomanno will have a hands-on role in developing strategies, creating and enhancing new customer satisfaction research solutions and building relationships with hospitality brands, owners and operators. “Over the past three years, we have created the platform to allow hospitality companies to harness the power of social media as a guest satisfaction and operations enhancement tool,” said Ashish Gambhir, co-founder of newBrandAnalytics. “Mark’s expertise will allow us to more rapidly roll out our products, as well as continuously enhance them and create new solutions to give hospitality operators the feedback and actionable roadmap to optimize guest satisfaction, which is the cornerstone of hospitality profitability. Improving guest satisfaction provides a better experience and bottom line.”
“Social media is the new research frontier and newBrandAnalytics has taken a commanding lead in this space with an unparalleled platform,” Lomanno said. “This is what attracted me to nBA.
“The unstructured feedback is compiled, filtered, analyzed and then presented through industry specific categories that give properties a clear picture of their operations – it is what sets nBA apart,” he noted. “Their proprietary, proven platform gathers feedback from across the entire social media spectrum, synthesizes it, provides meaningful analysis and pinpoints the guests’ experience throughout their entire stay, from check-in to the restaurant, from cleanliness to associate attitude. This allows operators to identify guest satisfaction problems and opportunities in real time and gives them the input to correct situations before they get out of hand.”
Lomanno is the former CEO of Smith Travel Research (STR), the hotel industry’s global authority on current trends in occupancy, room rate and supply/demand data. He played a key role in the company’s global expansion and benchmarking dominance. Previously, he was national director of research for the hospitality consulting firm, Laventhol & Horwath. He holds a MS degree in marketing from LaSalle University and an MBA in marketing research from Temple University.
Gerhard will lead the company’s hospitality practice. She will be responsible for marketing strategy, team coordination, major accounts and the successful execution and delivery of consulting projects.
She previously was with Maritz Research, one of the world’s largest marketing research firms, where, for nearly a decade, she developed and managed global quality assurance and customer satisfaction programs for the hospitality and leisure industries. She began her career with The Ritz-Carlton Hotel Company. Gerhard holds a Bachelor of Science degree in Hotel Administration from Cornell University and is an active member of the Cornell Hotel Society, Cornell Club of Greater Philadelphia, Cornell Alumni Admissions Ambassador Network and the American Hotel & Lodging Association.
“Social media has revolutionized guest satisfaction feedback and response,” Gerhard said. “Over the past decade, the industry has moved dramatically from using mystery shoppers to measure quality to allowing guests to give their opinion on their hotel experiences via random electronic guest surveys. Through platforms like ours, brands, regions, and individual units can use all the social media networks and review sites to learn guest opinions in the face of declining survey response rates. Data is gathered and analyzed with patent-pending algorithms to interpret, categorize and qualify every guest’s comment. This unvarnished feedback allows owners and operators to identify specific problems and make an immediate, meaningful impact on guest satisfaction and hotel profitability.”
Washington, DC-based newBrandAnalytics is the leader in social media analytics for the hotel, casino, restaurant and retail industries, as well as other industries where customer service and satisfaction play a key role in profitability.
The company develops proprietary software and solutions that track guest satisfaction comments posted on social media in real time, analyzes it using proprietary software and pinpoints the full range of opportunities and problems with the guests’ experience. Recently, the company formed a joint venture with Smith Travel Research to launch a product suite for the hospitality industry, integrating nBA’s Social Guest Satisfaction™” platform with STR’s revenue performance data.
nBA currently serves more than 5,000 locations in the hotel, casino, restaurant, retail and other industries, where guest satisfaction is an important component of success. Its client base ranges from global brands to owners, multi-unit and single-unit operators. Additional information about the company may be found at http://www.newbrandanalytics.com .