New technologies at customer experience’s service
Customer experience is at the heart of the hospitality industry. It allows to establish and maintain trust between each hotelier and its customers. By definition, the customer experience in the hospitality industry is defined by all the feelings and emotions felt by the customer before, during and after its stay.
Nowaday, guests’ consumption habits have evolved, they are looking for more emotions, interactions and sharing. Thereby, a positive customer experience isn’t only compose of basic services such as comfort or cleanliness but by all the contact and interaction points between your establishment and your customers, throughout its customer journey. As for example, the ease of booking, the staff availability, the welcome’s quality, the speed of check-in, the bedding’s quality and the degree of personalization offered are part of the customer experience.
But what is the goal of a unique customer experience? To offer an innovative experience that makes life easier for your customers and increases their satisfaction. In addition, this memorable experience could be a real advantage for you and a true loyalty sign. Since a traveler would be willing to pay 5 times more than the initial price in order to have a better customers experience, it becomes essential to understand what your customer are going through and to adapt all of your strategies and actions. The typical customer journey should be as simple and smooth as possible if you want to have satisfied and loyal customers.
1- Personalized marketing
Current travelers’ expectations have evolved, each of them is unique and has different expectations from the others. Creating interactions with them will help you to identify their preferences and to create more personalized contents. Talking in a more personalized way with your customers will make them feel unique and not just one among many others. Moreover, personalized marketing favors a more personal discussion with your guests and allows to gather a multitude of information. The personalized marketing’s goal is to create interest among your customers and to maintain a strong relationship with them. Thereby, 3 out of 5 customers say that personalized experiences based on their purchases and preferences would increase their loyalty towards a property.
2- Online check-in
Considered to be a very popular technology, online check-in allows travelers to use a mobile device or a laptop to complete their check-in process before arriving at the hotel. It also enable them to validate their personal information and their payment guarantee remotely. All they have to do is to go to the property’s check-in kiosk in order to collect their room key, or to follow a special “express check-in” line in the event that the establishment wouldn’t have any check-in kiosks. The two main advantages of having this technology is to make customers fully autonomous and to reduce the waiting time at the reception. Thus, your employees will have more time to discuss more personally with your customers and help them if necessary.
3- Artificial intelligence
Artificial intelligence is made of several techniques that allow machines to imitate a real form of intelligence. Within properties, tools have been developed thanks to artificial intelligence and voice recognition. For example, chatbots which are available H24 and help to improve the customer experience by quickly answer to users’ questions. This technology can answer in less than one minute when there are no employees available. We can also take the example of smart rooms, which allow guests to control some aspects of their own room through voice recognition such as light, television or air conditioning. Moreover, artificial intelligence is used for data analysis such as customer reviews and surveys. As a hotelier, using this technology is very helpful for taking the best decision and optimizing your performance and income.
4- Virtual reality
Virtual reality allows you to immerse an individual in a fully artificial world created digitally, by using headset, a mobile application, a video game or even a virtual reality simulator. It is an excellent idea for a property because it offers the possibility of living a unique virtual experience before making a reservation such as a visit of their future travel destination, their room, the establishment’s infrastructure and activities available.
5- Augmented reality
Reflecting a virtual interface in 2D or 3D, augmented reality works via a terminal that screens the real world while adding virtual objects, animations and sounds. It allows the user to view it thanks to a mobile device. As an example, your guests will be able to point your restaurant or spa and see the online reviews of your previous guests or they will also be able to take a tour of your establishment and learn more about the activities offered.
The purpose of using robots isn’t to replace the daily work of your employees. Representing another form of innovative technology, robots are able to perform some daily tasks, giving more availability for your employees to interact more personally with your guests and also to optimize your establishment’s performance. In addition, some robots with advanced features can occupy the role of a concierge, a porter, a receptionist or even a housekeeper.
As a hotelier, using new technologies is a great way to revolutionize your customer experience. The hospitality industry is highly competitive and constantly evolving, the main goal is to offer a unique, personalized and enriching experience that will satisfy your guests and retain them. Moreover, a satisfied customer will not hesitate to leave a positive online review, to subscribe to your newsletter, to follow you on social media, to use the word of mouth in order to spread a good message about your establishment but more importantly to comeback and stay at your place!