This was a much simple topic when people spent more time talking to each other.
In the past, it was easy to know what customers wanted and affect the method they bought. It was an era when a traditional travel agency dominated the loosting, as the customer stepped into the office of the travel agency and sits on the desk to seek help from them. It was a travel agency for travelers to see what they saw and where they stayed.
When you enter the Internet age, everything has changed. I no longer want a customer to control someone in the right direction, but instead they study their destinations on their own and start it, and they are perfect for money with minimal personal engagement. I want to make a reservation based on what is considered value. In an article written 10 years ago, 90 % of shoppers skip the marketing pitch, surveyed online, and checked customer reviews before making a decision. These numbers are certainly much higher today.
The hotel owner walked to the hotel's front desk, got a phone call, and faced the customer that he had just booked on the premises while stepping into the hotel lobby.
The Internet has created information about the hotel (not so flying around). This is a product, price, and competitors that can be used immediately after clicking the button.
As a result, hotel owners can hardly control their perceptions of their value proposals. Therefore, it is important for hotel managers to properly understand what customers want and adjust their products in order to make a reservation for customers instead of competitors.
It is important that customers are very familiar with how and where they make reservations, so it is important for hotel managers to approach sales.
The core Sin assumes what customers want and what they want.
Hotel managers are often wondering why they went to the market with an innovative strategy with the goal of educating the market.
This is where the hotel owner defeats OTA. For many years, OTA has understood what customers are looking for using customer engagement, website cookies, follow -on marketing, and experiments. They are not assumed and based on all decisions.
If you want to sell a customer purchase method, you need to know how the customer makes a reservation and what the customer is talking about about our products.
Let's take a look at Booker's journey. Here, explaining details about Booker Journey is a topic of another time, so we use a wide range of strokes.
How does a customer reservation trip look like? How do you use this to promote higher rates, increases revenue, and increase in occupancy?
Travel inspiration and survey destination.
The following are the main resources used by customers.
Social media
Blogger
Popular destination
Travel advertisement
Word of mouth
Guest review
Customers rely greatly on Google and OTA to compare and evaluate the overall budget of travel.
At the same time, they are also checking the price and additional information on the hotel website.
reservation
At this stage, customers narrowed their choices based on the price and value of money.
The next step is a more intensive effort to benchmark the property from the perspective of money and value.
This is also a place to determine Direct (Hotel Web site) or OTA (Booking.com, Airbnb, Expedia, or local reservation).
Customers are looking for options based on their preference (location, recommendation, budget, list, ranking, ideal time for travel, etc.).
They are looking for the best transactions.
Customers may ask questions about advance reservations and reach the hotel staff through various modes.
Check -in before arrival
During a stay
Check out and post stay
Although it is a very simplified version, it is now possible to understand the booker journey, so how can we use this information to sell products more effectively?
For the purpose of this article, I will expand the reviews of social media and guests. These are two valuable indicators of customer sentiment.
Social media
This is a wonderful platform that you can interact with customers, place products, and learn from customers based on the tendency of browsing and reservations.
60 % of the world's population uses social media. The average daily usage is 2 hours and 24 minutes (April 2023).
Effective social media management is important and includes the following:
Metaschannel management (Facebook & Instagram) Content Calendar setup was targeted multiple times a week for content creation and normal -looking postups. Set a social media strategy, like the story and the theme are consistent. Active associations with customers who chose to communicate with you on various platforms. Social media advertising social media promotion
Utilization of social media analysis
This is a place where you can really know what you want based on data.
Guest review
Customers put great value in what other customers say about the property. It is important to introduce property with the best light as possible on all channels. This means that customers need to talk positively about your property. “76 % of travelers will be willing to pay a hotel with many hotels without rating and reviews.” The rate to increase by 11.2 % can be considered for the ranking algorithm. The best way to get more reviews is to ask your customers to review your property. According to the survey, if more than 40 % of travelers have a positive experience, they will leave the reviews, so by sending a friendly review request within 48 hours from check -out, to the related review sites. It is suggested that using a link to make it as simple as possible. Brand app platform. 71 % of guests say that online content will affect where to stay. Social plays an important role in managing customers' perception of your product in this regard. Make sure that social media platforms are effectively managed from the viewpoint of content and testimony. According to the ReviewTrackers online review statistics and analysis, only four sites are in charge of 88 % distribution of all reviews. After Google (73 %), Yelp (6 %), Facebook (3 %), and Tripadvisor (3 %). Several key takes Awai:
Review reviews of interactions that increase by 50 % from the previous level of pandemic are customers who are reviewing (or at all) that are not accommodated (or at all). Reviewers do not trust companies that are lower than 4 stars (4 or 8 out of 10) Reemblers require greater value from business
Finally, customers are constantly shouting loud and shouting clearly about how they want to buy. Listening to what they say, you need to spend time to track how they are buying.
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