Best Arctic, renowned for its Northern Lights tours, whale watching, and dog sledding, is a premier provider of authentic Arctic experiences in Northern Norway, Sweden and Finland. With their guests' satisfaction at the heart of their operations, they needed an efficient way to manage feedback across their diverse range of activities. Aleksi Salonen, Best Arctic’s Customer Care Specialist, recognized this need and embraced iTicket’s Reputation Management module. This addition revolutionized their approach to guest feedback, streamlining processes, and boosting operational effectiveness, all while maintaining the high-quality service for which they are known. 

 

The Challenge

Before implementing iTicket Reputation Management, Best Arctic faced a complicated and scattered approach to handling online reviews. With many international guests, an operator like Best Arctic depend heavily on their online reputation. Aleksi and his team had to navigate through multiple review platforms like TripAdvisor, Google, and Facebook, to look for reviews, and respond to each comment. This process became overwhelming during the busy winter season when the number guests increased significantly. 

"Logging into several platforms multiple times a day was exhausting and time-consuming, especially when we were trying to respond quickly to high volumes of feedback," Aleksi shared. With international guests relying heavily on reviews to make their travel decisions, a more streamlined and efficient system became a necessity.  

 

The Solution 

The introduction of iTicket’s Reputation Management solution marked a turning point for Best Arctic. Aleksi was now able to manage all guest reviews from a single, user-friendly dashboard. This centralization cut response times significantly, allowing him to address feedback in a fraction of the time. Additionally, the AI-driven response suggestions and sentiment analysis provided the tools to craft personalized, thoughtful replies that resonated with guests. 

“What stands out the most is the simplicity. Everything’s right there in one place. I save so much time compared to the old way of doing things,” Aleksi noted. 

The dashboard also provided invaluable insights into feedback trends, enabling Aleksi to track recurring themes, such as guest comments on food quality, and make informed decisions based on data. This feature allowed Best Arctic to respond proactively, improving service offerings in a way that aligned with guest expectations.

 

The Results

Since adopting iTicket’s Reputation Management, Best Arctic has experienced a noticeable improvement in both efficiency and guest satisfaction. 

Operational Improvements

Feedback around meal portions on tours, for example, prompted immediate changes, such as increasing portion sizes and exploring new menu options. This responsiveness has resulted in higher guest satisfaction and better reviews. 

Enhanced Guest Experience

Personalized, timely responses to reviews, both positive and negative, have strengthened the relationship between Best Arctic and their guests. By addressing concerns swiftly and showing appreciation for positive feedback, they’ve built a more loyal customer base. 

Informed Decision-Making

The ability to benchmark their performance against competitors has been another key advantage. By monitoring review volume and sentiment across platforms, Aleksi and his team can continuously refine their approach, using actionable insights to stay ahead. 

“This system has not only streamlined our operations but has genuinely enhanced our guest experience by allowing us to act on meaningful feedback,” Aleksi reflected. 

Time Efficiency 

Aleksi now manages reviews in just 10-15 minutes daily, a vast improvement over the previous hours-long process. This newfound time has allowed him to focus on enhancing other aspects of guest care. 

 

To fellow industry colleagues Best Arctic would like to say…  

Aleksi’s advice to other businesses considering a reputation management solution is straightforward: 

“It’s a must-have. This tool gives you a clear, data-driven perspective on guest feedback and helps avoid the pitfalls of overreacting to individual complaints.” 

For Best Arctic, iTicket Reputation Management has proven to be more than just a tool, it has become an essential part of their strategy for delivering exceptional guest experiences. By integrating guest feedback into their operational framework, Best Arctic has set a new benchmark in Arctic tourism, ensuring they remain a top choice for adventure seekers.