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Exceed Guest's Expectations from Awareness to Booked

  • December 19, 2018

In a recent whitepaper published by Deloitte, it was noted that "In order to win and retain guest preference, hotels should be more thoughtful about how people and technology, powered by insights, weave together to deliver authentic hospitality."

So, how can you use insights to provide an authentic experience? 

With all of these tips, be careful of recent GDPR laws - we have a blog about these if you need to brush up! 

First, make sure that guests accept a personalized experience on your website and make it easy to opt-out of. This is key in using insights and analytics. Is that all? No. 

Below are some tips:

Data Management

This is making sure that you have complete and easy to use data. You don’t need to collect every bit of information, but just factors that are relevant to you. For example, if you found that your main web viewers are from a specific country or town, push out more content to convert those web-viewers into guests. 

Social Insights

You need to know what your customers are saying about your hotel. Not only is having an account on TripAdvisor, Expedia, Google Reviews, and Booking.com important, but the key success factor is responding to all of those reviews and taking in the feedback given. 

Real-time Strategies

Customers want to feel unique. Provide timely recommendations and push out new specials throughout their web experience and even after they have left your website through a mailing list. Remember, customers are real people who want to be valued as individuals. Always keep this in mind with your promotions.

Need help with marketing and standing out? Contact us today and find out exactly how we can help. 

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