Customer Experience Management Services

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[tt_section_header title=”About Customer Experience Management” font_container_title=”text_align:center|color:%23ffffff” subtext=”We create customized digital experience packages, serving up a positive impression that makes guests want to engage with your brand before they even visit your venue.” font_container_desc=”text_align:center|color:%23ffffff”]


We continually evolve our services, incorporating the latest trends and innovations. Our dedicated team loves social media and technology as much as they love food, travel, and hospitality!

Every member of our team of experts has a background in Hospitality which ensures that your customers enjoy an exceptional digital experience before, during and after their visit.


With years of industry experience – you can depend on us to consistently deliver a high-quality service so that your brand can realize its full potential.

[tt_section_header title=”About Our Services” font_container_title=”text_align:center|color:%23ffffff” subtext=”HOW WILL YOU BENEFIT FROM OUR SERVICES” font_container_desc=”text_align:center|color:%23ffffff”]


Whether you are looking to increase guest reservations, boost bookings during quieter times, launch a menu or special offer, promote an event, or raise awareness of your brand, Virtual Solutions can help with our world-class integrated marketing solutions.


We know your time is at a premium – it can be difficult, if not impossible, to balance monitoring your digital channels in addition to your day-to-day operations. Our experts will manage your online presence, PR and reputation to drive profits, allowing you to focus on venue management.


With more and more guests turning to social media and review sites to aid them in their purchasing decisions, it’s vital to have a strong online presence. We can ensure that your guests receive a responsive, friendly and courteous service at all times with our managed Customer Experience and Social Media solutions.


With Virtual Solutions, you’ll receive the expert services your business deserves.
We’ll consult with you regularly to help you streamline your processes, encourage customer loyalty and optimize your Return on Investment.

[tt_section_header title=”Customer Experience Services” font_container_title=”text_align:center|color:%23ffffff” subtext=”Find out More about our Services and Feel Free to Contact us for Free Consultancy” font_container_desc=”text_align:center|color:%23ffffff”]
[tt_section_header title=”FOR HOTELS” font_container_title=”text_align:left|color:%23000000″ subtext=”We’ll help you develop your brand and promote values for your hotel that maximizes sales, loyalty & trust.” font_container_desc=”text_align:left|color:%23000000″]
[tt_section_header title=”BRAND COMMUNICATION FOR RESTAURANTS” font_container_title=”text_align:left|color:%23000000″ subtext=”We’ll help you develop your brand and promote values for your restaurant that maximizes sales, loyalty & trust.” font_container_desc=”text_align:left|color:%23000000″]
[tt_section_header title=”FOR FOOD & BEVERAGE PRODUCTS” font_container_title=”text_align:left|color:%23000000″ subtext=”We’ll help you develop your brand and promote values for your food & beverage products that maximize sales, loyalty & trust.” font_container_desc=”text_align:left|color:%23000000″]

Digital Marketing

Make an impact online with our innovative Digital Marketing Strategies, designed to delight your guests.

It is so important that you have a strong online presence, our Digital Marketing Services include:

  • Digital Marketing Strategy Development, Consultation, and Assessment
  • Content Marketing and SEO
  • Customer Experience, Service & Support
  • Reputation Management
  • Social Media Management
  • PPC Advertising

Content Marketing

We’ll help you boost sales, engagement, trust, and loyalty with our proven, powerful Content Marketing solutions which includes blogs, recipes, menus, pairing suggestions, newsletters, local guides, press releases, and articles.

  • Increase Reservations, Enquiries, and Bookings
  • Convert Customers into Brand Ambassadors
  • Drive Traffic to Your Webpage and Social Media Channels
  • Promote an Integrated Marketing Strategy
  • Improve SEO Rankings

Customer Experience

We’ll help you create an Exceptional Customer Experience across every touchpoint for your customers with the creation and implementation of a digital communications plan, responsive customer service, help desks, and support.

A customer-centric approach is at the heart of a successful business strategy, and focusing on Customer Experience benefits your company by:

  • Increasing Enquiries and Reservations
  • Enhancing Brand Image and Level of Customer Support
  • Growing Positive Sentiment, Genuine Recommendations, and Customer Satisfaction
  • Reducing Complaints and Negative Reviews
  • Increasing Customer Loyalty and Repeat Sales

Reputation Management

We protect your brand image by managing your reputation on popular review sites, social media and the internet at large.

By having a responsive and reactive team working on your behalf, your business can benefit from:

  • Enhanced Positive Reputation
  • Increased Customer Satisfaction and Retention
  • Increased Reservations and Profits
  • Reduction in Costs
  • Increased Search Engine Visibility

Social Media Management

We use the latest Social Media Tools and strategies to Deliver Bookings, Reservations, Leads and Exceptional Customer Experiences.

Our services include Content Creation, Strategy, Social Listening, Rapid Response Unit, Crisis Management and Daily Management.

Our services will help you:

  • Gain Valuable Customer Insights
  • Increase Brand Awareness and Loyalty
  • Increase Direct Web Traffic and Search Rankings
  • Provide a Rich and Engaging Customer Experience
  • Generate a Higher Number of Reservations and Enquiries

Pay Per Click (PPC) Advertising

Amplify your message with powerful PPC Advertising packages. The benefits of an optimized Pay Per Click Campaign include:

  • Immediate Results
  • A Clear Return on Investment (ROI)
  • Reduction in Costs when compared to Traditional Advertising
  • Highly-targeted Campaigns
[tt_section_header title=”YOUR BENIFITS” font_container_title=”text_align:left|color:%23ffffff” subtext=”We specialize in creating exceptional digital experiences for Food & Beverage Products, Restaurants and Hospitality Brands” font_container_desc=”text_align:left|color:%23ffffff”]


  • Increased Footfall
  • Increased Direct Bookings away from Online Travel Agents (OTA’s)
  • Creates Meaningful Relationships with Target Audience
  • Increases Brand Visibility
  • Cultivates Brand Reputation
  • Establishes Trust
  • Ensures Online Business Survival
  • Reaches Customers on Mobile Devices
  • Helps you Optimise your Website
  • Identifies and Utilises your Unique Selling Points (USP)
  • Allows you to Capitalise on Current Trends
  • Differentiates You from the Competition
  • Effective Marketing of Offers, Loyalty Schemes and Promotions
  • Helps Achievement of Company Goals


  • Email Marketing
  • Content Marketing
  • Multi-Channel Marketing
  • Smart Data and Analytic Marketing
  • Social Media Marketing and Advertising
  • Content Engagement
  • Brand Awareness and Visibility Outreach
  • Targeted Audience Promotion


  • Increased Recognition from Guests and Potential Guests
  • Allows your Staff to Focus on Providing a High Standard of Service Offline
  • Increases the Effectiveness of Advertising Campaigns
  • Enhanced Financial Value
  • Provides a Targeted Focus for User Generated Content and Content Marketing Strategies
  • Elevated Level of Trust from Consumers
  • Increased Positive Brand Sentiment
  • Identifies and Utilises Unique Selling Points to Elevate Brand Above Competition

Although your venue isn’t a person – your brand needs to have a personality that visitors can understand, connect with and feel emotionally compelled to engage with. We ensure that your brand values, motivations and voice are clearly delivered to your visitors, which increases the potential for more engagement and bookings, turning visitors into customers.


  • Increased Bookings and Profits
  • Attracting and Retaining Highly Qualified Staff
  • A Reduction in Costs
  • Increased Levels of Consumer Trust and Engagement
  • A Sustainable Growth of Positive Reputation
  • Targeted Promotion of Your Hotel to Interested Consumers


  • Premium levels of Customer Service
  • Increased Enquiries and Bookings
  • Enhanced Brand Image
  • Increased Brand Recognition
  • Growth in Positive Sentiment and Recommendations
  • Reduction in Complaints and Negative Reviews
  • Increased Customer Loyalty and Retention
  • High levels of Customer Satisfaction
  • Cultivate Valuable Partnerships and Opportunities

We use the latest technologies and a passionate dedication to the success of your brand to promote your venue directly to the public, network with Influencers and connect you with relevant business partners.

We ensure that you are kept up-to-date with consumer sentiment, current trends that may impact your venue, and any hot-spots or issues that need your attention.



  • Stimulates Brand Awareness
  • Creates a Buzz Around Promotions, Events, New Services and Venue
  • Increases Positive Media Exposure
  • Builds Positive Sentiment
  • Helps to Identify Areas of Weakness or Improvement
  • Offers a Unique Insight to Your Venue from a Professional Customer Point of View
  • Enhances Your Overall Brand Image
  • Creates An Association Between Your Brand and the Influencer
  • Encourages New Customers to Engage with Your Brand
  • Re-Connects Previous Guests with Your Brand
  • Generates Consumer Authority and Brand Champions
  • Increases Effectiveness of Search Engine Optimisation (SEO)

When Influencer Marketing is implemented and run correctly, the strategy gives your Hotel a cost effective platform for advertising and engaging with an audience who are interested and engaged with the services you offer.

Virtual Solutions takes a pro-active approach to Influencer Marketing. We liaise with you and the Influencers before, during and after the campaign. We identify any issues, help you create action plans and learning points – and ensure that your Hotel is represented in an honest, authentic and encouraging light. We do not censor our Influencers – if they identify issues, we work with them and you to make improvements, and ensure that the Influencer sees your brand at its best.


  • An Open, Honest and Un-Biased Appraisal of the Venue and Services
  • In-depth Report on Current or Growing Issues
  • Constructive and Creative Feedback that is Specifically Tailored for the Venue
  • Customer Perspective on the Success and Relevance of Current Promotions
  • Evaluation of Current Processes, Personnel and Services
  • Allows for Strategic Data Driven Planning to maximise the Customer Experience
  • Indicates Changing Trends and Expectations from the Customer toward the Venue
  • Increases the Competitive Advantage of the Venue
  • Allows for Detection of Deficiencies in Service in a Confidential Setting
  • Reveals Areas your Brand should be Highlighting and Promoting

To ensure you receive the maximum benefit from the Mystery Shopper, we will consult with you before they arrive, to determine your specific requirements. We compile a comprehensive checklist of these needs – as well as key operational areas that are to be covered, including quality of the room, staff service, check-in and out procedures, hygiene, price and general atmosphere.


  • Gain Valuable Customer Insights
  • Increase Brand Awareness and Loyalty
  • Run Targeted Ads with Real-Time Results
  • Increase Direct Web Traffic and Search Rankings
  • Provide a Rich and Engaging Customer Experience
  • Generate a Higher Number of Bookings and Enquiries


  • Generates a Better Understanding of Who Your Customers Are
  • Highly Adaptive to Your Business Needs
  • Extremely Cost Effective Compared to Traditional Advertising Formats
  • Shows a Clear Return on Investment (ROI)
  • Increases Brand, Venue and Promotion Awareness
  • Promotes Increased Bookings and Enquiries
  • Allows for Geo-Targeting
  • Increases Lead Generation
  • Encourages Sign Ups for Newsletters and Engagement Campaigns

By implementing an optimized PPC Campaign with the right metrics in place, your Hotel can see the results of the campaign very quickly – which allows you to develop marketing campaigns and advertising strategies that appeal directly to the people who are engaging with your channels.

COTHM takes a hands-on approach to your campaigns – we don’t just ‘set it and forget it’. We monitor your metrics and carry out variation (AB) testing on the copy to ensure that your PPC campaign is working in-line with your budget and your needs.

[tt_section_header title=”REQUEST A FREE CONSULTATION” font_container_title=”text_align:left|color:%23ffffff” subtext=”We would like to hear from you. Please send us a message by filling out the form below and we will get back with you shortly.” font_container_desc=”text_align:left|color:%23ffffff”]
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