![]() ![]() Your customer journey map or experience map is also an excellent way of engaging and interacting with guests. Be it a small hotel customer journey or big resort guest's, this process involves charting and analyzing the various phases your guests go through making sure they are investing their money in the right place. Thus, mapping the hotel guest journey is one way of gaining customers’ perspective on why and how travelers book a stay for themselves. In hospitality industry customer journey is a lot more important. Visualizing the Journey From a Typical Customer Viewpoint One way of achieving this all is to put yourself in the shoes of your customers, and this you can do by mapping the hotel guest journey from booking to departure. It also allows the hotels to build a long-lasting relationship with their guests, who might develop a favorable disposition towards the property and the service rendered, thereby making it a point to return to it again and again, giving impetus to the notion of guest loyalty. Thus, for every hotelier, it is important to identify, anticipate, and satisfy the guests’ requirements to enhance the overall guest experience and drive key business metrics. This cognitive buying process is what leads the guests to book a particular destination and visualize exactly the kind of experience they had always wanted. Buying an experience or booking a hotel involves undergoing the same mental and emotional process on the traveler’s part, just as making any other purchase decision. Think about the last time you purchased something online. ![]()
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