Source: IBM Institute for Business Value
Posted: Sat Jan 18, 2025 9:01 am
Another important fact is that 10% of travelers will spend eight or more hours searching for the best price for their trip, whether it is for flights, hotels or other. If, in their eyes, the offers do not have differentiating strategies behind them, customers will be exposed to hours of research to find the best deal because they do not see important differences that help them make a decision.
Consumer expectations are increasingly demanding . The second edition list of ecuador consumer email of the Salesforce State of the Connected Consumer Report found that nearly half of consumers say companies are not providing exceptional experiences across all industries. As you can see, this isn’t a question unique to hotels.
Implement a differentiation strategy
Technological solutions are a very useful complement to develop differentiation strategies for hotels . The key is hyper-personalization from the first contact : not only associated with the stay, but from the first interaction of a potential customer with the hotel. Throughout the customer journey , hotels must take advantage of the information they collect from users to adapt communications through different channels: email, social, telephone... Today's experiences are omnichannel and the tools we use must take this reality into account. The recent CEHAT congress of Spanish hoteliers highlighted the need to focus on hyper-segmentation, tactical campaigns, flexibility for users and rapid responses to crises.
Consumer expectations are increasingly demanding . The second edition list of ecuador consumer email of the Salesforce State of the Connected Consumer Report found that nearly half of consumers say companies are not providing exceptional experiences across all industries. As you can see, this isn’t a question unique to hotels.
Implement a differentiation strategy
Technological solutions are a very useful complement to develop differentiation strategies for hotels . The key is hyper-personalization from the first contact : not only associated with the stay, but from the first interaction of a potential customer with the hotel. Throughout the customer journey , hotels must take advantage of the information they collect from users to adapt communications through different channels: email, social, telephone... Today's experiences are omnichannel and the tools we use must take this reality into account. The recent CEHAT congress of Spanish hoteliers highlighted the need to focus on hyper-segmentation, tactical campaigns, flexibility for users and rapid responses to crises.