For Young Affluents, The Experience Really Is ‘Everything’
Matt Ferebee | May 25, 2023
By Matt Ferebee The world of leisure travel continues to change, particularly as it relates to younger affluent travelers. Raised on the internet and fed a steady stream of content via social media, these younger guests are seeking out travel that delivers what they have become so accustomed to online and on social: relevant content that is as immediate as it is immersive. In the context of hotels and resorts, that ‘content’ includes everything destination-related that a guest experiences before, during and after their stay. This desire to be surrounded by a more integrated, memorable experience is not, of course, a new expectation ...
Amadeus Hospitality’s Ecosystem Approach to Deliver Personalized Journeys in New Era of Travel
Amadeus | May 23, 2023
Research finds travelers today expect personalized, flexible, and sustainable journeys as new data shows the sector continuing to rebound New report explores how the industry will be able to deliver on these traveler expectations through the Amadeus ecosystem approach, combining content across hotels, mobility, and travel insurance Traveler expectations have changed over the past four years – the hospitality industry of 2023 is not that of 2019. These expectations are catalysts for change as today, personalization tops the agenda, with consumers seeking customizable offers when it comes to booking travel. Flexible and sustainable jo...
Studies Reveal Surprising Stats Behind Rapidly Changing Guest Expectations and How Hotels Can Use Tech to Meet Emerging Needs
Bob Palloni | April 13, 2023
By Bob Palloni, COO and co-founder of Skyware Hospitality Solutions Suppose I were to ask you to define a great guest experience today. In that case, your answer would – in all likelihood – differ substantially from the description of a great guest experience just a decade ago. The hospitality industry is no stranger to the tides of change; after all, ours is a market that exists to appeal to customer preferences. Humans are complex creatures with an equally complex, ever-changing set of values, needs, and preferences. But over the last decade, we’ve witnessed the rapid evolution and embrace of guest-facing technology, in addition to...
7 Customer Service Experience Trends to Watch in 2023
Franck Louveau | March 2, 2023
By Franck Louveau As customer expectations continue to evolve, customer service trends are adapting at pace. Businesses from all industries must keep up with emerging customer service experience trends to meet customer expectations and foster better customer relationships which is critical for remaining competitive in the respective market. This blog takes a deep dive into the top 6 customer service experience trends to watch in 2023. Customer service developments in the recent past The past year has ushered in a new paradigm for customer service and customer experience across all industries. The following are some of the latest indus...
Third-Party Hotel Management Companies Facing Higher Guest Expectations as Room Rates Increase, J.D. Power Finds
J.D. Power | September 15, 2022
Davidson Hospitality Group Ranks Highest in Guest Satisfaction TROY, Mich.: 15 Sept. 2022 — With average daily room rates at hotels in North America now averaging nearly $150—roughly 15% higher than pre-pandemic levels,1—hotel guests have become more critical than ever of the décor, amenities and food and beverage options provided by the world’s largest third-party hotel management companies. According to the J.D. Power 2022 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, customer satisfaction declines 4 points (on a 1,000-point scale) this year, as higher prices drive increased scruti...
Tourism After Lockdown: Guest Expectations Today and Tomorrow
STR | May 17, 2021
As vaccine programs continue across the world and we see warming attitudes toward travel alongside increased accommodation bookings, it is important to take stock and assess how the pandemic, and it’s resultant impact on consumer behavior, may leave an indelible mark on hospitality. COVID-19 has forced us to see the world differently. Previously the hustle and bustle of busy destinations sparked excitement for many travelers, but during the crisis, personal safety concerns and social distancing led to radically different perceptions of these types of destinations and experiences. The extent to which traveler perceptions and behavior w...
Q : What Is Disintermediation?
EHL Insights | December 3, 2020
In the modern age, how businesses engage their customers continues to evolve rapidly. Consumers have changed how they search out the brands they want to buy from, how they choose between options and what they expect with regards to service. Hotels need to make sure they understand the concept of "disintermediation" (the reduction in intermediaries between producers and consumers), so that they can better grasp customer needs, make the necessary changes and continue to exceed their customers’ expectations in order to thrive as a business. A keen understanding of the latest trends allows professionals in the hospitality industry to adapt ...
The Incomplete Answer
Shep Hyken | May 28, 2020
By Shep Hyken I recently wrote about the expected experiences gap, where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap, one that results from incomplete information. In other words, it’s the gap between the answer the customer received the first time they asked and the answer they should have received. This may have happened to you. You reach out to a salesperson or customer support age...
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