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Andrea Stokes, MBA, CHE

Hospitality Practice Lead at J.D. Power

Andrea Stokes is the Practice Lead for Hospitality at J.D. Power, a position she has held since September 2019.12 With an MBA and CHE (Certified Hospitality Educator) credentials, she brings extensive experience in the hospitality industry to her role.

As Practice Lead, Stokes is responsible for ensuring J.D. Power delivers relevant and high-quality intelligence to clients in the Lodging and Senior Living sectors.1 Her expertise includes:

  • Consulting and corporate project management
  • Brand insights
  • Customer experience management
  • Marketing performance measurement
  • Data analytics

Stokes has a strong background in translating data and insights into actionable strategies for hospitality sector executives.1 She has led teams, managed million-dollar budgets, and executed cross-departmental programs.1

Before joining J.D. Power, Stokes worked at Marriott in their insights department for several years, which provided her with in-depth knowledge of the hospitality industry.2 Her career also includes experience at Ipsos, where she focused on customer experience work.2

At J.D. Power, Stokes oversees the North America Hotel Guest Satisfaction Index study, which has been conducted for 27 years.2 This study provides valuable benchmarking data and insights for the hospitality industry, helping companies understand and improve guest satisfaction.2

Highlights

Oct 16 · linkedin

Mobile apps and websites continue to be key drivers of satisfaction with the overall travel experience in the hotel, airline, and rental car sectors. Travel brands with the best digital experiences are better positioned to grow and take market share from competitors with digital experiences that do not meet user expectations.    So which travel companies have best-in-class mobile apps and websites? Join us on Tuesday, October 17th at 1:00pm EDT when our team of J.D. Power experts will dive into the results of the 2023 Travel App and Website Satisfaction Studies. Register today for the webinar >> https://lnkd.in/ea3KD8HS

Oct 5 · linkedin

I continue to learn so much from my colleague Mark Miller who leads J.D. Power's Customer Service Advisory Practice. His latest webinar "Solving the Self-Service Dilemma: Maximizing chatbot and IVR self-service without sacrificing customer satisfaction" provides actionable advice on increasing personalization while reducing customer frustration with self-service channels.

Related Questions

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Andrea Stokes, MBA, CHE
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Location

Washington DC-Baltimore Area