How far are you?
Online guest experience
In the past 18 months we have spoken to various hotels, chains, campsites and other accommodation providers. Through these conversations we have come to realize that, broadly speaking, there are three visions with regard to focus on online contact with the guest during the stay. See below three quotes that clearly show the different visions. Hopefully this will help you quickly determine which vision best describes your company.
“Contact with my guest? They have to book, check in, pay and go. ”
As with the other categories, this is a real quote from a conversation. A very short conversation though. It’s kind of the philosophy of the banks before the crash. Not too much customer contact and as much as possible leave the customer alone so that they stay asleep and do not ask questions. In itself we can say little about this. The banks still exist and are flourishing. As long as there is an occasional cash inflow available, tax money or otherwise, this is quite a feasible story.
“We mainly focus on personal contact, there is already so much online.”
Vroom & Dreesman, Hema, Videoland, Halfords, OAD, this may not be the desired or even the correct association for your brand and strategy. However, the most frequently asked question among you is: “How do I access the WiFi?” GuestCompass stands for less internet – more vacation, by making your hotel and employees the first online reference point. In order to fulfill the hospitality function that the guest expects online.
“We have just come out of a meeting regarding our online contact strategy, when can you come by?”
This is also a real quote; of a five star hotel in Amsterdam. Admittedly this is one of the early adapters thinking about online contact during the stay. A better description for the third category is probably: “That too, we are already so busy. Drop by. I understand that I need to have an opinion on this. ”
_ what is the added value?
GuestCompass enables the hotel, from small to large, and the employees to also be the guide for the guest online. In its own name and brand. To surprise and connect the guest. The result is a stronger brand, more and better reviews and more referrals.
The guest has many online contact moments during their stay at the hotel. Contact moments that offer an opportunity to be closer to the guest and thus prevent third parties and other brands from taking over the guest relationship. In addition, you offer the guest a fantastic extra experience that results in less internet – more vacation.
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