Using mobile apps in the hotel industry and still keep it personal.

Nowadays it is normal to check in to a hotel without speaking to a single person. Reserve a massage at the spa and order room service with just one click on your mobile phone (Weissman, 2013). Mobile is becoming more and more important for the hotel brands, but how can they still keep the personal contact …

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Customer profiling still possible for the hotel industry in the future?

Customer profiling sounds like a very private scan of your customers. But, it is a way of describing your customer in categories, so that they can be grouped for marketing or advertising purposes. When a business works with target advertising to a specific group, businesses can find more success in selling a particular product (DeVault, 2016). …

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3 Must-Haves to achieve CEM with Personalized Customer Service

Personalized customer service is a strategy that can’t be missed in the businesses of now. Personalization is adding value to a customer’s choice. But every customer expects different approaches, offers and communication (Shaw, 2011). How can you offer personalized customer service in an effective way in the hotel industry? In this blog I will describe four …

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Loyalty programs; popular trend or return on investment?

Nowadays it is almost a must to have a loyalty program within your hotel business. They encourage frequent guests to be more than a hotel guest. A study from the Centre for Hospitality Research (CHR) in Cornell discovered a profit growth, during a participation in the loyalty programs. Different hotels choose for a loyalty program …

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