We’ve talked often about hotels using technology to enhance the guest experience through personalization. I wanted to highlight a few restaurant apps who are using their apps to delight guests with custom offers, drive sales with tailored menu items, and remove pain points with increased efficiency and precision. Can you talk about restaurant apps without mentioning Dominos? The pizza chain … Read More
A few years ago, a team of researchers found that happiness, rather than being directly in ratio to pleasant circumstances, existed in the space between reality and expectation. (Happiness = Reality – Expectations) It may sound overly simplistic but it’s a basic premise that has far-reaching applications. For anyone working in service industries, the happiest customers aren’t those whose expectations … Read More
We surveyed travelers around the world to discover how they use technology to enhance their travel experience. Some of the most surprising information came from the queries surrounding mobile use during the stay. As expected, use of a hotel’s mobile app to decrease standing in line for check in and check out was a top-rated feature, but we also found … Read More
The J.D. Power’s North America Hotel Guest Satisfaction Index study showed scores improving across the board, but not as much in the areas of check in and check out. While up overall, guests aren’t quite as happy with the process as they are with the rest of the stay. It makes sense. One of the top annoyances in any experience … Read More
Travel bookings, whether done by computer or mobile, will never again be separated from internet searches, recommendation sites, and reviews. Hotel companies that view this transparency as an asset take measures to delight guests, keep reviews positive, and sometimes change perceptions when a guest is inclined to complain. In days past, complaints may have been left to comment cards or … Read More