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…
Dear hotel owners and managers, I know that 95% of people mix their online reputation and guest satisfaction analysis. I did the same thing…
Dear hoteliers, Many of you have asked me if points cards are an effective method to increase the loyalty of your direct hotel customers.…
Dear hoteliers, Today, we are going to talk about the Unified Data Repository, also called UDR or Data Management Platform by our Anglo-Saxon friends. If you don’t know what this is all about, don’t panic! The subject is really in its infancy in the hotel world. However, I firmly believe that the UdR will become a major, if not indispensable, tool in the years to come. Able to offer a 360° view of your customers…
Dear hoteliers, Today, we are going to talk about artificial intelligence in the hotel industry. Lately, I have noticed that discussions and feelings get…
Dear hoteliers, I haven’t written for over two months because, like you, I’ve been wrapped up in this totally unexpected situation. I’ve had to…
Dear hoteliers, For years, monitoring guest satisfaction has ceased to be a complicated matter. You can analyse your guests according to a set of criteria which are specific to you and that suits you very well. How do you carry out this analysis? Simple: ask all your guests to rate the hotel from 0 to 10 on a set of criteria (staff, cleanliness, service, breakfast, etc.) and then calculate an average. When the calculations have…
Dear hoteliers, Some time ago, I was at a meeting with a hotel group just to catch up with them. Regarding their history and…
Dear hoteliers, Three years ago I published the top 20 best services to provide in your hotel ( http://blog.experience-hotel.com/twenty-services-that-your-hotel-needs-to-have/ ). However, today we live…
Dear hoteliers, Around one month ago Google launched its “Interpreter mode”, available on Google Assistant. Although the tool isn’t ideal yet, it heralds a future change which is probably as important as the explosion of low-cost flights or guest houses. I believe that it will be extremely positive for the hospitality sector. Here’s my view on the subject. Of course, you can send me an email or write in the comments section to tell me…