Welcome to the “Age of the Customer.” As we witness the ongoing rise of digital trends, hyper-personalization, and value-driven marketing initiatives, we realize that it is increasingly the customer, not the company, driving business decisions. So, how can businesses get to know their customers? By spending time where their customers...
Success in the hospitality industry is largely defined by a hotel’s ability to connect with their guest(s) while attending to their unique set of needs and expectations. The opportunities your hotel has to establish a genuine connection and rapport with each guest are referred to as “guest touchpoints” — the moments in which a...
Hotels can—and should—walk the line between gathering information to improve service and invading guest privacy
Hotels are faced with an interesting dilemma. We’re entering a time of hyper-personalization — guests show dominating preference for hospitality experiences which are more unique in nature and catered to individual...
