November 08, 2018

The Changing Customer Experience: Keynote urges hoteliers to examine their operations


Customer loyalty isn’t dead, it’s just much harder to earn and much harder to keep because it’s so easy to leave today.

The keynote speech by David Avrinat at the annual BITAC Owners conference in Cancun stressed the importance of introducing relevant new product while he encouraged attendees to really examine their company’s strengths and weaknesses by asking some difficult internal questions.

“What is it that people don’t like? How can we innovate within our companies? How can we present it in an engaging way? We have to innovate; we have to look at how our customers experience us at every point of contact,” he said.

Avrin later addressed how the mindset of today’s customer has changed. “They’re expecting to be able to find what they want when they want it,” he said. According to Avrin, everything we do is driven by three new expectations, which he cited as immediacy, individuality and humanity.

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