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How to create a personalized guest experience

For hotels, the key to successfully personalizing the guest experience is to know your customers. Once you do, effective customer relationship management and digital technology can make it easier to foster repeat business.

Use instant messaging to provide top-notch customer experience

Instant messaging is quickly becoming one of the most important channels for brands to communicate with consumers. The tourism industry is following suit, using it as [...]

Evaluating the Quality of Digital Hospitality

Destinations the world over must adapt their practices to the changing behaviours of their clients with ever-evolving technological needs. A study done by TCI Research shows that traveller satisfaction with the quality of digital hospitality is at the level of “acceptab[...]

Search, User Generated Content and Online Booking

There are 2,3 billions internet users in the world with significant penetration ratios in countries all over the world(5). Recently, User-Generated Content (UGC) has been considered as one of the most important sources of information influencing tourists’ choices. Despi[...]

More to luxury travel than meets the eye

The transition from an emphasis on the tangible to a focus on the emotional is changing the face of luxury travel. Products are evolving to include uniqueness, eccentricity and exclusivity in the travel experience. In the luxury market, authenticity is key and providers[...]

Mobilize your staff to surpass customer expectations!

In today’s very competitive marketplace, many tourism-based organizations would like to differentiate themselves by trying to provide service that surpasses customer expectations. If they are to succeed, these businesses must first mobilize their human resources t[...]

Defining a tourist experience

What exactly is a “tourist experience”? The concept is both vast and abstract. Does it refer to that special something that travellers talk about upon returning home? Is it what makes people select your destination above others in a very competitive market? [...]
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Front-line ambassadors: a valuable resource

The tourism industry is one sector in which the human element is absolutely vital to delivering the promised brand “experience” the customer expects. This is particularly true in the hotel industry. Employees – who really should be called “front-[...]
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