2. A new dimension for online customer service A technology which identifies the customer’s needs Depending on the keywords used in searches and the location A real analysis of your online customer’s behavior Allowing Hotels to offer a personalized Homepage for each customer instantly
4. This innovation will change the way people conduct their searches and their expectations. Today consumers do not want to spend too much time on their searches, with this innovation they will become even less indulgent. Customers will now want to feel unique as much online than thru direct connection with hoteliers They will expect personalized offers on every platform (online, phone, face to face) A new dimension for online customer service
5. An innovation benefiting all hospitality operations ! 1- Marketing: Increases the Hotel’s visibility for a specific service Increases engagement – Reduces the bounce rate For the customer searching for spas, he will directly get the homepage offering him the service he is looking for, whereas maybe without this technology, the design of the website would have stopped him from staying long enough to find that specific service or offer.
6. 2- Reservations: The customer lands on the page offering him directly what he is searching for, simplifying the buying process 3- Sales & Revenue: It will allow hoteliers to better understand their customers’ needs, by knowing what people are searching for the most, and position themselves by comparing the number of each homepage views and the number of reservations. Higher visibility, identifying customers’ needs, personalized web pages, reduced bounce rates, simplified buying process = Increase in sales An innovation benefiting all hospitality operations !
7. Taking it a step further... Customers always want more, new technologies are bursting, and there is a large number of competitors, hoteliers should not waste too much time integrating this innovation into their model, and should already start to think of ways to differentiate themselves from their competitors. Now that we know that we can offer personalized offers to our online customers which was not the case before, hoteliers must think of a way to improve this innovation... What will make it even more personal ?
8. Okay, now customers can find instantly what they want... But there are always hesitations and questions. To have a competitive advantage, hoteliers should start to think about having an online instant messaging or chat service. That service will be linked to the personalized web page, and the reservations’ agent will instantly know what the technology knows about the customer. A real, complete online personalized service could be an excellent way to engage customers and show them that they count. Taking it a step further...
9. Why was I impressed ? I believe that it is really an impressive innovation for the hotel industry, and every other industry for that matter. Since the beginning of the year we have been learning about ways to engage customers, increase your online visibility in search results and so on, to drive them to your webpage and “keep them there”. This technology is maybe not THE answer to that but it is an excellent start. The other presentations were interesting as well but not as much innovative as this one I think.
