presentación de powerpointblogger decision guest journey opportunity space pre, during, post stay...
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Guest Journey
*Monitoring 30M emails
Confirmation emailBooking
Personalized pre-arrival email based on type of reservation
2 weeks
Pre-arrival questionnaire7 days
Online check-in1 day
In-house guest notifications and communication
In-house
3 days after
Satisfaction review collection
Guest checks out of propertyCheckout
{ if ‘OTA’ guest }
Send personal letter to book direct next time
30 days
{ if ‘OTA’ guest } + { if not clicked }
Escalate the room offer or send to a friend offer
60 days
Reservation occurs65 days
Confirmation for repeat guest“Welcome back”
65 days
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TRAVELER LIFECYCLE
Apps
PMS
Social
Partners
GSS
Call Center
POS
CRS
Loyalty
Activities
Web
Mobile
Apps
PMS
Social
Partners
GSS
Call Center
POS
CRS
Loyalty
Activities
Web
Mobile
DataIntelligenceWarehouse
SINGLE VERSIONOF TRUTH
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