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Hoteliers – A fresh approach to growing your business
If you are a hotelier, then the chances are high that you rely on Online Travel Agents (OTAs), Tour operators and Travel Agents to fill your rooms and then part huge booking commissions with them. Now, look at the below diagram … Continue reading
Posted in Customer Engagement, Customer Experience
Tagged Customer Experience, Influencers, Word of Mouth
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Groupon clones – for the Travel Industry !
Let’s face it. Groupon could potentially be valued at 15 Billion dollars when it gets ahead with its IPO plans. Earlier, they rejected a 6 Billion dollar bid by Google. And they recently raised a record 950 million dollars from … Continue reading
Hoteliers – Are you courting the travel bloggers ?
In this article, we’ll see why travel bloggers are an important node in the Hospitality Industry, and what benefits does Hotels stand to gain by working closely with them. Travel bloggers are avid travelers themselves. They love to travel, see … Continue reading
Increase sales by improving your Customer touch point experience !
In the previous article, we discussed about the importance of Customer Experience Map. In this article, we’ll delve a bit deeper and talk about Customer Touch points. A Customer comes in contact with your Brand (product or service) at various stages … Continue reading
Posted in Customer Experience
Tagged Customer Excellence, Customer Experience, Customer Map
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Hoteliers – Do you know your Customer Map ?
A Customer Map OR Customer Corridor is simply a pictorial representation of how a customer found your property, booked and used its facilities. Typically, Hoteliers get to know about their guests only when they Check-In to the Hotel. Thats when you get to meet … Continue reading
Posted in Customer Engagement
Tagged Customer Excellence, Customer Experience, Customer Map
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4 steps to an excellent Guest Feedback Management System
Here are the 4 steps : 1. Feedback gathering 2. Feedback Analysis 3. Feedback Workflow 4. Close Feedback Loop 1. Feedback gathering: We discussed about feedback gathering / data collection and its importance in the last couple of articles on Why … Continue reading
Why Hotel Guest Comment Cards are not helping the cause ?
What are Guest Comment Cards ? – A piece of paper to collect feedback from Hotel guests. The card has to be filled by the guest and dropped into a feedback box or handed over to hotel staffs for further … Continue reading