Knowledge is power, but only if you use it. The challenge facing the hospitality industry goes beyond merely connecting with guests on social channels, but how to turn information from those connections into actionable CRM data.
Analyzing click streams and social media has emerged as a key way to understand guests' booking decisions and methods. By deciphering where guests are ultimately making booking decisions, operators will be better able to service them.
As hospitality industry operators collect information from an increasing number of touch points, the Federal Trade Commission is calling on companies to self-regulate use of customer data in order to protect privacy.
The Montreal Hilton has taken guest experience to the next level with digital signage. Touch-enabled lobby displays engage guests and provide an affordable way to create and manage relevant information.