Customer expectations for hospitality in Future
Customer expectations for hospitality in Future
Characteristics of modern customers
Their basic trait is the awareness of their own needs. They know what they want when they want it and how they want it to be presented to them. They will simply not accept anything because they are at hand. They want some quality and will not settle for less. And they are not afraid to talk about it.
Modern buyers are busy. They do not have the time to search a complex website, find the information they need between the lines, or ask for additional instructions that were not provided. They appreciate their time and try to use it as effectively as possible.
Customers are smarter and more confident, which makes them much more difficult to satisfy than those who preceded them.
But what does all this mean?
The buying process
First, it dictates the buying process. This should be as easy and intuitive as possible. No complicated steps, no customer overload with information. Quick access to products and a clear website layout are both keys to success.
By 2018, the number of customers choosing mobile devices over more traditional distribution channels will continue to grow. They want to be able to buy anything, anywhere, anytime. The total amount of mobile purchases increases, as does the number of mobile searches made before purchasing a product. This is why every hotelier must keep in mind that to really succeed, it will not only be necessary to have a website, but also to make it functional on mobile devices.
Website design is becoming increasingly important, so it’s essential to make your website as clean, easy to navigate, functional and modern as possible. Of course, this may not correspond to each company. If your main message is proudly from the old school, or if your target audience is slightly older, you may want to change the design to match that. However, in general, “the less is the better” becomes the reference strategy for the design and functionality of websites. This makes the buying process even easier and faster.
Today, nothing you do goes unnoticed. It’s a scary concept, but true. Customers not only care carefully for any mistakes a company can make, but they also remember and share it with the world.
Notices are the main source of information, especially in the travel industry. Most people do not want to risk paying for something they might not be happy with. This is why they browse sites dedicated to sharing opinions, as well as comments on the pages of the hotel or the OTA.
Customers realize that they do not need to test every product and service themselves. There will probably be other people who have tried them and talked about them online. Lack of feedback can even lead to lack of trust for a company.
One of the most important aspects of the customer relationship is customer service. Its importance is undeniable these days as many buyers judge the company based on the service they received.
Customers are looking for quick answers to any questions they may have. They want their problems to be solved as quickly as possible.
They want to feel they can contact the company for any request or request. They often seek support and prefer to ask questions directly to customer service rather than looking for answers on the company’s website.
Modern customers are governed by emotions. That’s why a simple bot will not be enough. They want human contact and must have the impression that someone is really listening on the other side of the line. As stated at the beginning of the article, they expect some quality of experience and more. They want their expectations to be exceeded. That’s why automatic replies are not enough anymore.
Similarly, a line of communication is no longer effective or appreciated. Businesses of all kinds, including hotels, must offer many channels of interaction. Your customers should be able to contact you by phone, but also by email, chat and social media. And of course, just like your website, make them easily accessible via mobile devices.
Waiting time should also be kept to a minimum, as patience is not the forte of modern customers.
Modern customers are also more aware of their environment. This has some implications. They are more ecological. They care about the environment and look for more sustainable products and services, including ways to travel. That’s why electric cars are becoming more popular. Finding ways to make your hotel greener can help you increase your income. It will surely be an investment, but in the years to come it will be worth it.
Another important aspect is the protection of local communities and each year there are other examples of companies that focus on it. A good example is Aracari, a company specializing in sustainable travel in Peru, Bolivia and the Galapagos Islands. It offers luxury travel experiences while supporting communities in the areas visited. Similarly, & Beyond tailors each trip to the needs of its customers, while taking care of the environment and the people of Africa, Asia and South America.
Another important social problem is responsible shopping. Consumers are increasingly aware and less tolerant of companies that use their status to the detriment of others or apply unfair practices, as in the case of the hotel industry, the price parity that causes hotels to lose revenue. That’s why many customers are attracted to companies that offer alternative solutions, such as Bidroom.com, a commission-free booking site, openly against the concept of rate parity.