Go Moment · 8 Aug
From personal referrals to online reviews and hotel website recommendations, hotel guests have many expectations of their stay well before arrival. From the time they step foot in the lobby, they are assessing whether the hotel meets these expectations, and envisioning how their stay might unfold. Is the hotel clean? Does it have the amenities I prefer? What's nearby that I should check out? Will I stay here again?
Go Moment · 19 Jul
Before booking their next stay, today's traveler simply refers to their choice of hotel review sites to skim through a handful of reviews and real-life traveler photos. Travelers of all ages now routinely rely on the fast-evolving User Generated Content (UGC) model as one of the key drivers in their peer-driven decision making process. With an abundance of content available, online reviews are likely to be the first stop, and the first impression, many guests have of a hotel or resort. It's critical that hoteliers actively manage their online reputation at these hotel review sites.
Go Moment · 6 Jun
Nordstrom was among the first clothing retailers to use texting to communicate with consumers in an effort to meld their online and physical experience. Not only can Nordstrom customers make purchases via text, but they can also reach sales associates directly without placing a call or waiting on hold. Lauded for its digital transformation, Nordstrom understands that consumers want real-time, direct communication. The fact that clothing retailers can benefit from SMS platforms really drives home that today's consumer expects to interact via text with the brands with which that they do business.
Go Moment · 23 May
Today, brands are essentially collections of experiences. We're in an era where people remember moments and experiences, not ads or logos. In this age where "CX is the new UX," there are six common objectives in the digital transformation of travel's customer experience that hotels need to consider as part of their strategy to build their brands through personal interaction. These objectives include frictionless interactions at every touchpoint, the ability to communicate through preferred/multiple channels, personalization, reducing problems while improving wonder and delight, inspiring loyalty, and accommodating the needs of the new generations of travelers. This is all in addition to delivering traditional standards of exceptional hospitality like welcoming guests by name, responsiveness, affability, following up on requests, creating ambiance, and so forth. It's a tall order to sustain essential guest service levels while crafting the ideal digital experience.
Go Moment · 2 May
For nearly a half-decade now, the hotel industry has buzzed about "authentic guest experiences." It was its reaction to the growing success of Airbnb and its ability to deliver upon the theme of "Belong Anywhere," where travelers who wanted to be insiders could engage with people and culture. But should hotels be trying to replicate an Airbnb experience? Are hotel guests also really looking for "authentic" experiences, or do they come with a different set of expectations in mind?
Go Moment · 11 Apr
Everyone's talking about hotel technology and the hotels of tomorrow. We hear about smart rooms, the Internet of Things (IoT), ambient intelligence, voice search and assistance, personalization, and artificial intelligence (AI). They may seem futuristic, but many of them are already realities. Take the AI-powered hotel smartconcierge, for example.
Go Moment · 29 Mar
Many luxury hotel brands pride themselves on their responsiveness and attentiveness to their guests - it's one of the hallmarks of what distinguishes them from other hotels. "High touch" has become synonymous with private concierges, VIP lounges, personal butler service, 24/7 room service, and a host of other exclusive features designed to attract the discerning traveler.
Go Moment · 14 Mar
It's commonly known that assembly line workers often experience burnout from the repetitive, mind-numbing nature of their jobs. In their instance, though, there's not much they can do on the job to battle their burnout and job dissatisfaction that still allows them to retain their jobs. It's a take-it-or-leave-it situation. The parallel in hospitality guest services - the frontline employee who fields repetitive, oftentimes mundane guest requests all day. Fortunately, there's an emerging alternative: a new breed of collaborative solution where humans and artificial intelligence (AI) work together. This hybrid approach to managing guest service fosters a win-win-win scenario, one that benefits employees, guests and hotel operators alike. Let's explore how this impacts hotels today.
Go Moment · 22 Feb
Across the country, casinos and resorts are being disrupted by innovative, connected, "always-on" technologies. This disruption has been led largely by guest demand. Guests have come to expect instant answers and service at their fingertips by way of their mobile phones. Recently, Google's Chief Evangelist of Brand Marketing, Gopi Kallayil, said that the pervasiveness of this kind of connectivity has created "rapid, cultural shifts and changed the way people expect things from their brands." This has created "more curious, demanding, and impatient consumers."
Go Moment · 14 Feb
"Great customer service is […] a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths." These were the words of Forrester Vice President and Principal Analyst for Application Development & Delivery Professionals, Kate Leggett, in the beginning of 2018. In her analysis, Leggett overviewed three broad customer service trends that also well-apply to the hotel industry: 1) Customers demand fast service anywhere, anytime; 2) Automation and artificial intelligence (AI) quells headcount increases; 3) Customer service operations must look to become more human. For hoteliers, realizing this thinking by implementing real-world solutions benefits the organization in several ways: operational efficiencies, revenue optimization, employee engagement, and increased guest satisfaction.
Go Moment · 17 Jan
As I think about what to get excited about at HSMAI's Digital Marketing Strategy Conference 2019 taking place later this month in New York, the fast-evolving guest experience comes to mind. And, of course, hotel guest experience in 2019 will be enabled by more and better technologies. Here's what I see trending:
Go Moment · 3 Jan
In the year 2020, one short year from now, the oldest millennials will turn 40, a milestone birthday. This means that millennials, currently the most significant consumer demographic, have been booking hotels stays for nearly 20 years. They have been the first generation to be able to use the Internet and mobile technology to research, book, and experience their stays. For this reason, they're called the Do-It-Yourself Generation. And these DIYers demand experiences that have caused hotels to scrutinize many aspects of how they do business.
Go Moment · 13 Dec
Leisure travelers love to wait in lines, on-hold on phone calls, and spend a bunch of time on their device of choice researching and booking reservations, excursions, airport transfers, right? No, of course not! And yet, think about many of today's initial arrival and subsequent hotel guest experiences: Guests who have to wait in line to check in. Who arrive in their room and perhaps find some amenities missing or extras desired. Who have to navigate an imperceptibly-small, under-detailed rendition of the property's map to determine how to get where they want to go. And who, before they even begin to enjoy their vacation time, feel the urgency to book their dinner reservations just so that they have the peace of mind of during their stay.
Go Moment · 29 Nov
Almost daily, media outlets buzz with stories of how some new technology will make consumers lives better, many of which seem far-fetched, or far out in the future. Some like Apples iPhone or Amazons Kindle are met with skepticism only to be adopted in record time. These huge leaps, however, are often an evolutionary step forward from something that people are alike using a mobile phoaccelerated by a friction-free, intuitive user experience.