A recently published white paper by the US based digital customer experience agency MCD Partners presents the results from a survey among 1,000 American travellers about their views on hotel digital experiences (Tnooz). The study looks in particular at three major segments, namely family, leisure and business travellers.
DIGITAL EXPERIENCES COUNT
Across all three segments, there was a consensus that digital experiences on websites, in apps and on other digital channels were important. This confirms that the digital presence of tourism and travel firms is not only an extension of their physical store, but for travellers it represents an important part of the overall experience. Digital has developed into often being the first touchpoint for visitors, and there is never a second chance for a first impression.
DATA ENABLED PERSONALISATION
Big data is one of the buzz words these days, and data enabled personalisation is increasingly becoming a factor in achieving strategic competitiveness. Especially hotels are predestined to make use of data for personalising guests experiences. Surprisingly, the survey revealed that travellers are open towards personal data being used to increase the guest experience. Three in four travellers are keen for companies to make use of their data, in order to provide service excellence.
WHAT DIGITAL EXPERIENCES SHOULD INCLUDE
The graphic below shows what exactly consumers are looking for in a digital hotel experience. Many of the popular elements are connected closely to mobile technologies. Especially mobile check-in, mobile room keys and mobile payments of hotel bills are services that are increasingly becoming popular with major hotel chains. But certainly this field is still in its infancy and is likely to witness further innovations in the near future, as companies progressively realise that solid digital experiences are critical for developing customer loyalty.
Discussioncomments powered by Disqus
More from #DTTT
In June we present:Live: #DTTTCampus
#DTTTCampus is here again and we are live from the ground in Oslo, Norway. We are so excited to be welcoming a range of speakers from around the world, from DMOs to travel film directors and industry content powerhouses. We are all set up in the newly transformed Høymagasinet and ready to get started! Stay […]
In May we present:Meet…Heili Klandorf-Järvsoo from Estonia Tourist Board
Heili Klandorf-Järvsoo is the Head of Tourism Marketing at Visit Estonia, and she will be joining us at #DTTTCampus alongside a panel of other DMOs to share insights on the in’s and out’s of Visit Estonia’s ‘Storytellers Nest’.
In May we present:Meet…Kevin Wright from Travel Oregon
In a world of always-on content, information overload and the ever-changing digital consumer, how do you stand out from the competition and most importantly, reach your audience? Kevin Wright, Vice President of Global Marketing for Travel Oregon will be joining us at #DTTTCampus in June to talk about Reflecting on the Role of Content to […]
In May we present:Meet…Gloria Loree from Destination Canada
We caught up with Gloria from Destination Canada ahead of #DTTTCampus to get a sneak peek into what we can expect from her talk on Designing Signature Experiences to Build Brand and Narrative.#brand experiences #destination canada #brand narrative #brand stories
In May we present:Meet…Daniel Bury VR Filmmaker
Daniel Bury is one of the youngest & most up and coming creators in the world of VR film-making, travelling the world to create immersive experiences through unique 360 and VR storytelling.#VR experiences #virtual reality experiences #daniel bury #filmmaker #dtttcampus #virtual reality #Vr
In May we present:5 Reasons Why to Visit #DTTTCampus 2019
In short, #DTTTCampus is a full exploration into the destination experience, with valuable insights on navigating the digital landscape and the ever-changing consumer behaviour of travellers today.#dttt campus #keynote speakers #workshops #destination experience #oslo #destination marketing #Visit Oslo