Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Technology & data are keys to hotel guest loyalty

While most travelers hold no loyalty to a particular hotel brand, hoteliers can change that reality by offering a more personalised guest experience, according to the study conducted for Sabre by Forrester Consulting. The study suggests that hoteliers who rely on data and technology to power personalisation and an outstanding customer experience will hold a competitive edge to differentiate and win travelers' hearts and business.

In the age of the customer, the relationships hotels have with guests are the greatest source of competitive differentiation, yet many hoteliers are not maximizing that relationship. Nearly two-thirds of leisure travelers and more than half of business travelers hold no loyalty to a particular hotel brand, and a majority of travelers are willing to share personal data to ensure hoteliers can meet their individual preferences, the study finds.

To capture guest loyalty, hoteliers must reimagine their loyalty programme and learn how to harness customer data and insights to create a more personalised, seamless guest experience across all channels.

Consumer attitudes toward sharing their data are evolving. According to the study, more than half of travelers are open to sharing certain types of personal information but in return expect to be offered relevant deals, discounts or loyalty points. Interestingly, travelers who are 55 and older are more willing than younger travelers to share their personal information in exchange for additional benefits.

The study found that collecting and applying customer data and insights to deliver seamless, cross-channel experiences - especially by providing personal touches to travelers in exchange for their data - are key to meeting customers' expectations, improving their experience and fostering loyalty that leads to future bookings.

And when it comes to personal touches during their stay, the most compelling reasons cited by travelers for sharing their personal information include:

• Check-in or check out time that fits their schedule
• Room selection based on their preferences
• Assistance discovering local activities and places of interest

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)