Traditionally the hospitality industry has followed the airline industry in areas like distribution, revenue management, product innovation but things are changing so rapidly. Now the industry is starting to look at leaders like Amazon and Uber to gain new ideas on the future of the customer experience.
In the coming months, Facebook will be making it easier for consumers to connect with local businesses. If that happens, it’ll be vital that hotels have their own Facebook Page to ensure potential customers have an easy way to communicate with them directly.
With everyone fighting for the same attention, decision makers behind every brand are turning to mobile applications as a way to engage consumers and build in incentives to create a direct relationship.
In 2016, social media grew even more powerful, dictating the news and shaping our public discourse. Chatbots and artificial intelligence started to gain traction and are opening entirely new avenues for brands to reach customers.
Brexit. Trump. Terror. Amidst all the remarkable headlines, here's one nugget you might have missed last year: 2016 was the last year in which offline transactions accounted for a majority of European travel bookings.
Marriott Rewards will introduce a new version of its Marriott Mobile App this month. It will feature Mobile Requests, which enables loyalty members to communicate with hotel staff before, during and after stays at more than 4,000 hotels.