San Diego, CA / Boulder, CO — In an industry where guest experience is the ultimate currency, a new resource is making it easier than ever for hospitality professionals to convert customer sentiment into smarter decisions and stronger revenue.
The NPS Strategy Playbook, developed by hospitality performance partner ComOps with strategic marketing collaboration from Lure Agency, is now available as a free download.
The playbook equips hotel executives and operations teams with a tactical guide to implementing, interpreting, and acting on Net Promoter Score (NPS) feedback—one of the industry’s most powerful yet underutilized metrics. From aligning survey design with revenue goals to building a culture of responsiveness, the guide offers real-world insights for transforming data into measurable impact.
Why NPS, and Why Now?
As agentic search and AI-driven decision-making reshape the guest journey, hoteliers are under pressure to deliver experiences that foster advocacy, not just satisfaction. The NPS Strategy Playbook bridges the gap between collecting feedback and using it as a lever for loyalty, retention, and profitability.
Most hotels collect guest feedback but don’t know how to act on it consistently or strategically. This playbook is designed to demystify NPS and help operators move from passive listening to proactive action. Robert Levine, Chief Executive Officer at ComOps
What’s Inside the Playbook
The guide includes:
- A breakdown of NPS and how it impacts revenue
- Common pitfalls (and how to avoid them)
- Real-world use cases in hotel operations
- A roadmap for building a culture of loyalty
- Strategic templates and checklists
The playbook is available now at: https://results.comops.com/nps-strategy-playbook
A Strategic Collaboration
ComOps partnered with Lure Agency, a B2B hospitality marketing firm, to shape the guide’s narrative and strategic framework. “Our goal was to help make a complex subject actionable for operators and marketers alike,” said Susan Tucker, Partner at Lure Agency. “We’re proud to have helped bring this resource to life for teams who care deeply about guest experience and bottom-line results.”
About ComOps
ComOps provides strategic consulting and specializes in support-as-a-service for commercial operations. With decades of experience in contact center operations, revenue management, digital innovation, customer experience, and employee sentiment evaluation, the ComOps team focuses on optimizing resources and executing with standards developed in collaboration with Forbes Travel Guide. To learn more, visit www.ComOps.com.
About Lure Agency
Lure Agency is a strategic sales and marketing firm dedicated to driving revenue and relationships in the hospitality industry. With a focus on human-to-human (H2H) marketing, Lure bridges the gap between hotel sales and marketing teams through its proprietary WINS Method, blending storytelling, sales enablement, and digital innovation. The agency serves hotel brands, management companies, and hospitality vendors looking to elevate visibility, convert more leads, and build lasting connections. Learn more at www.lureagency.com.
Media Contact, ComOps:
Melissa Benhaim
Email: [email protected]
Phone: 610-513-8335
Susan Tucker
Partner & COO
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