At the WIT 2015 conference, Booking.com said it will continue to play up the customer-centric experience that they are known for. “We are proud to deal with customer service; it’s the nitty-gritty of hotel business,” said John Traas, Regional Director of South APAC for Booking.com. “We have to be there for the customer for the whole process. We get a lot of customers through meta everyday and it’s our job to make them loyal to Booking.com. Once the booking is sold, the customer is reliant on the OTA for customer service. We see it as loyalty creation, during the stay and after the stay. We don’t see it as the hard part, we like to do it.” Abhiram Chowdhry, speaking for Hotels.com, said his company will take the loyalty and branding track. “We’ve tried to build customer proposition around loyalty,” he said. “It’s a complex industry – everyone is sort of moving into each other’s spaces. Metas are very important for us, just like Google is. The question is how to dig customers that come through meta and build loyalty.” What works best for them has been simplicity, says Chowdhry, who is VP & Managing Director of APAC region. One of their best promotions is one of the most straightforward: stay 10 nights, get 1 free night. “It helps us to create the business we’ve been talking about, and it’s working very well for us,” he said. Get the full story at Web In Travel