In order to overcome the challenges and capitalise on opportunities in the post-pandemic business recovery, the hospitality industry will need to re-think former working processes and be prepared to adapt to meet the changing customer requirements. This was the clear and inspiring message from the recent HSMAI Region Europe webinar entitled ‘The All New Customer Journey’ which took place last week.
According to the latest research from HSMAI Europe unveiled at the webinar, more than three-quarters of the membership surveyed believe firmly that customer experience rather than profitability will be a core focus for the rest of 2020 and 2021.
Other highlights of the research included:
o 43% of the respondents stated that guests will only stay again at hotels if there are strict corona guidelines. As part of the customer journey, establishing, implementing, communicating and executing protocols to ensure safe and hygienic experiences, should be guaranteed.
o 29% of respondents believe that customers will only book direct with their trusted brands. Expectation management has thus never been more critical. Setting the right expectations before arrival will not only make sure guests will be more likely to accept the measures taken by the property or brand, but also increase their overall satisfaction.
o 36% of HSMAI’s survey respondents stated that a contactless stay empowered by technology will be the new standard (e.g. during check-in, check-out, and for ordering food).