How do you create a good customer journey/customer experience?
I think it's important to put yourself in the shoes of different customers in order to offer a personalised experience to each one of them. Besides, you have to be able to do more than just what you have already done or what has always been done before to offer a unique experience. We are trying to push the boundaries of the traditional hotel industry. Inter-departmental communication and lack of information on customers are the main limits to overcome in order to really get to know our customers and adapt their stays according to their needs and desires.
One of the challenges is also the transformation of the prospect into a customer and his or her personal support during the booking process. To do this, we have chosen to establish a cross-channel strategy. We are present on different platforms to help customers in their purchasing process: Hera, Velma, Instagram, telephone, etc.)
Finally, in order to create a good customer pathway, we need to have lots of feedback from our guests. We give customers the opportunity to give their opinion: on our networks, on customer review platforms, but also through emails that we send during and after the stay. Indeed, a dissatisfied customer to whom we find a solution, will be more satisfied and able to come back than a customer who is happy with his stay. It is essential to understand customer feedback, we use semantics to analyse reviews and find areas of improvement. Our goal is to create a connection with the customer. That’s what makes a good customer experience: creating a strong bond between the customer and the brand, where the customer is listened to, understood and reassured.