Dear hotel owners and managers, Today, I’d like to talk to you about the various levers that affect the customer journey, from the initial idea of the stay to the time after the stay. Thomas Yung, e-reputation consultant and manager of Artiref and My Hotel Reputation, is co-writing this article with me. We have pooled our expertise to identify 41 factors to understand and remember throughout the 11 stages of the customer experience in the…

To download the HD Infographic, click here Dear hotel owners and managers, Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year. The responses have been pouring in! A total of 5,863 responses have been analyzed and classified. Some of them are what we…

Dear hoteliers, When I discuss email marketing strategies with my clients, they often tell me the same thing: “My customers don’t like getting email, they don’t want to be harassed.” There’s a fine line between spam and email marketing. However, when we look closely, Booking is THE champion email marketer. Its booking confirmations, pre-stay emails, pre-check-in emails and offers from other nearby hotels just keep coming. But that doesn’t prevent millions of travelers from making…

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