{"id":2913,"date":"2020-02-20T15:32:50","date_gmt":"2020-02-20T14:32:50","guid":{"rendered":"http:\/\/twissen.com\/?p=2913\/"},"modified":"2022-01-21T11:30:00","modified_gmt":"2022-01-21T10:30:00","slug":"customer-experience-driving-hotel-marketing","status":"publish","type":"post","link":"https:\/\/twissen.com\/en\/trends-en\/travellers-en\/customer-experience-driving-hotel-marketing\/","title":{"rendered":"Customer experience driving hotel marketing"},"content":{"rendered":"<p class=\"p1\"><span class=\"s1\">What are the more relevant trends for this year? Xotels, company for hotels management and services, investigated on the 2020 trends in the <i>hotellerie<\/i> marketing sector &#8211; or rather, <a href=\"https:\/\/www.xotels.com\/en\/marketing\/hotel-marketing-trends-in-2020-separating-facts-from-fiction\" target=\"_blank\" rel=\"noopener noreferrer\"><span class=\"s2\">which trends should be followed and which can be ignored<\/span><\/a> (for example, according to them, influencer marketing).<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Thinking about the customer experience as a path, everything starts with a research. Customers want to be informed, they do some research, and then &#8211; hopefully &#8211; they book. It is then foreseen, <a href=\"https:\/\/twissen.com\/en\/trends-en\/tech-en\/alternative-payment-methods-use-is-growing-on-european-tourism-portals\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span class=\"s2\">following the growth of mobile<\/span><\/a>, that hotels should focus on <b>developing mobile interfaces of their own platforms and websites<\/b>, gradually putting aside the desktop view.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">The importance of having a good CRM goes with this. The name is self-explanatory: <i>Customer Relationship Management<\/i>. Keeping track of the tourists preferences and habits &#8211; from the booking process to the review &#8211; is fundamental in order to retain a customer and to build customer loyalty.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Operators will then have to guarantee the <b>personalisation of the tourists experience itself<\/b>, according to their preferences, also making use of A.I..<br \/>\n<a href=\"https:\/\/twissen.com\/en\/trends-en\/travellers-en\/the-luxury-experience-in-the-room\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span class=\"s2\">The hotel room must be an experience<\/span><\/a>: it became the core of the hotel stay for tourists, that now have higher expectations. <\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Talking about the payment process, the future is dominated by APMs (Alternative Payment Methods). <a href=\"https:\/\/twissen.com\/en\/trends-en\/tech-en\/payments-travel-safety-experience-tourists\/\" target=\"_blank\" rel=\"noopener noreferrer\">A <i>frictionless <\/i>payment process<\/a>, in fact, can enhance the customer experience<\/span><span class=\"s3\">. <\/span><span class=\"s1\">Xotels also recognises the potential of <a href=\"https:\/\/twissen.com\/en\/trends-en\/tech-en\/new-technologies-face-traditional-business-models-in-tourism-intermediation\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span class=\"s2\">blockchains<\/span><\/a>, even if their development in sectors which are not closely related to payments is still believed to be distant. <\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">At <b>Twissen <\/b>we noticed that there is a strong <i>fil rouge<\/i> in the hotel marketing field: the customer experience. In order to make it as profitable as possible, it is helpful to make use of some tools, technical or not: from a proper use of CRMs, to the personalisation of the stay. Whether their usage is now reality or not, experience for the tourist is increasingly being put to the centre of the attention.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Personalising the customer experience is fundamental for hotel marketing, with tourists asking for more tailor-made stays<\/p>\n","protected":false},"author":3,"featured_media":7115,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[111],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer experience driving hotel marketing | Twissen<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/twissen.com\/en\/trends-en\/travellers-en\/customer-experience-driving-hotel-marketing\/\" \/>\n<meta property=\"og:locale\" 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