Why Customer Experience is such a hot topic in hotels
Insights: Companies that anticipate and deliver what travellers want, when they want it, are more likely to command loyalty – and profits.
Why is customer experience such a hot topic and buzz phrase in the travel industry (and others)? Answer: because in the age of the experience economy the quality of customer interactions at each stage of the path to purchase builds customer loyalty and advocacy. Both are closely aligned to profits.
The reality is, big data and technology have enabled brands to understand us better – often better than we understand ourselves (I sometimes joke that Google knows me better than my partner does).