digital iq and the customer decision journey
DESCRIPTION
Digital IQ and the Customer decision journeyTRANSCRIPT
Relationship between a customer decision journey and
Hotel’s Digital IQ
BOULAT Fanny
OIKNINE Claire
BESSEYRE des HORTS Ludmilla
MBA2A
The Luxury Collection
How does The Luxury Collection address complex decision customer journey?
Email => Newsletter
Social => Facebook, Flickr
Paid Search => Starwood hotel site on google
Organic search => The Luxury Collection, Starwood hotel link = first organic link
Direct => Phone calls, email booking, fax
The Digital Marketing Activities
Specific application dedicated to the Luxury collection (reservation, information about hotel, possibility to select the different technology)
Iphone, Ipod Touch, Tablets
Improvement areas
Put attractive videos on the first page
Window with TripAdvisor’s comments
Have a better window for reservation directly on the first page
OTA’s VS Hotels : What should hotels do?
More attractive offers on the hotel website
Specific application (smartphone & tablets) for the hotel available only if booked directly with the hotel
Loyalty programs
Attractive visuals of the property (pictures & videos)
Sharing process
Prior arrival through social medias e.g Saying on Facebook or Twitter that you are going to the hotel
During the stay e.g Foursquare, Instagram ( post a picture of your meal or a particular place of the hotel)
After the stay e.g Sharing pictures and comments through TripAdvisor or Booking.com or other social medias
Hotels provoke sharing
At the check out incite people to post a comment on TripAdvisor (on the website of the hotel, at the end of the column of the comments, guest are able to post a comment)
Like the Facebook page of the hotel
Videos showing how to use social media to share your experience
Conclusion
Digital IQ can enhance customer satisfaction
Ease the reservation process
Attract more customers
Create the difference with OTAs
Valorization of the brand value & brand image (sharing)
More modern image of the hospitality industry