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Hospitality & Technology Press Review #September

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Thinking Outside of the Trip: Enhancing the Customer Journey from Start to Finish (Applied Predictive Technologies)
Customer experience is critical – so critical, in fact, that customers who had the best past customer experiences spend 140% more compared to those who had the poorest experiences. In the travel industry, customer experience has traditionally focused on only the stay or trip itself; but today, leading organizations are thinking beyond just the in-person touchpoints, to all touchpoints throughout the traveler journey.
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How are Custom Mobile Apps Boosting the Hospitality Industry? (Intuz)
The hospitality industry is one of the most vibrant, alluring and promising industries in the world. With rising disposable incomes and increased discretionary spending, individuals are spending more and more on luxury stay at exotic locations around the world. The growing young consumer base is expecting from hotels to offer disruptive solutions for survival as well as growth by improving consumer delight. With guests spending thousands of minutes every week on their mobile devices, hoteliers & hospitality groups are trying ways to engage guests, right from the time they plan a trip to checking in and even long after they check out, too using interactive mobile apps.
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Expedia moves beyond distribution with new tools to help hoteliers sell direct (tnooz)
Expedia said its relationship with hotels is moving beyond distribution to focus on hoteliers’ needs for “new product offerings that help our partners reach their goals.” The company is rolling out Expedia Powered Technology, a toolkit of technology, marketing and data offerings that grew out of testing inspiring by feedback from its hotel partners.
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Three ways your revenue strategy improves guest service (ehotelier)
Delivering an unforgettable guest experience is a brand promise delivered on by hotels around the world. And to say it’s an important promise for hotels to make is a bit of an understatement. At the heart of the guest experience is the provision of top-notch quality service. After all, while an attractive price or hotel feature might lend itself well for getting guests in the front door, it’s ultimately the quality of their hotel service that compels them to return again.
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3 Innovative loyalty programs to be inspired by (Hospitalitynet)
With competition between hotel loyalty programs so fierce today, creativity and innovation are essential if you want to stand out and give your guests more bang for their buck. An Accenture study revealed that it is becoming more difficult to retain loyal customers, with 61% of consumers switching some or all of their business to a different brand within the last year. This means that hoteliers need to look into tailoring far more personalised loyalty programs that really speak to your guests and provide the value they want.
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