Hyatt on travel’s trendiest buzzword: ‘experiences.’ The chain is trying to expand customers' perception of its scope, by getting guests to see it as a company that does more than just provide a place to stay.
How hotel concierge roles are changing. As mobile apps providing at-your-fingertips travel information have proliferated, the role of the hotel concierge has evolved with this growing high-tech trend.
Customers want more text-based customer support options from brands. 72% of consumers age 18 to 64 said having the ability to text with a live agent in real-time would improve their overall customer service experience.
Digital tipping coming to a hotel near you. TipYo debuted on Apple’s App Store in November, promising to streamline the tipping experience for travellers everywhere.
Travel marketers should learn from retail how to improve the customer experience. Poor customer experience offered by travel brands prompts purchase anxiety - a phenomenon far less prevalent with retailers.
How Hyatt is investing in the wellness market. Hyatt has wellness on the brain—quite literally.. The Chicago-based corporation hired its first Head of Wellbeing, Mia Kyricos, two years ago, and recently announced a new partnership with meditation company Headspace that will bring new offerings to both hotel guests and employees.
NextGuest: A closer look at W Hotels partnership with Rent the Runway to provide guests their very own “Closet Concierge.”
Expedia on hotel marketing challenges in 2020. Removing travel friction, driving personalization, creating loyalty. Through technology, hotel marketers can give travelers more unique and differentiated experiences across the platforms and resources they trust, allowing them to make their own decisions based on personal preferences, attitudes and more.
Sabre Hospitality Solutions: Tips for hotels on driving conversions and creating lasting impressions with travelers
Digital customer services best practices. Utilizing Facebook, Twitter, and Instagram will help your organization gear up to use even newer technology that is coming out, like Google’s AI platform.
TravelClick: The benefits of conducting a SWOT analysis for your independent hotel
Digital focus, personal connection key to hotel sales. What hotel sales and marketing professionals should be paying attention to when thinking about strategies. The hotel industry has entered a digital world where guests crave personalization, which is important to factor into sales strategies. Here are three takeaways from a recent HSMAI Marketing Strategy Conference in New York City.
Expedia research finds travel brands are falling short of travellers’ expectations. Competitive pricing, ‘always on’ customer service, and ease of website navigation ‘highly important’. The survey found 26% of travellers wished travel providers would make customer service the priority, second only to more competitive offers and promotions (28%).
Why the guest profile no longer lives in the PMS. Here's an in-depth look at where hotels should store guest profile data for optimal personalization, guest services and more.
Five trends shaping the future of customer experience in 2020. Before they even want to use new technology, customers want to feel acknowledged and understood.