How did Polarys manage decision-making projects for a major hotel chain?

Coping with a swell of new competitors due to the advent of person to person apartment rentals, a major French hotel chain asked Polarys to help them maintain their position as leader on the European market and to optimize online customer satisfaction.

What’s the best way to implement an innovative decision-making project that will optimize out client’s business management?

How to quickly identify negative customer experiences to promptly respond to and resolve issues?