Consumer Research Reveals Guest Preferences and Expectations for Direct Hotel Communication by Nicholas Scott Johnson June 20, 2017 1:00 pm White papers Once a traveler becomes a guest, the lines of communication open up. In this research, we sought to identify the guest’s experiences and expectations through the means of digital correspondence between guests and their overnight stay providers. This relates to the guests’ pre-arrival and on-site experiences with a hotel during the guest journey. The following results are strongly related to previous research that focused on uncovering consumer behaviors during the search process leading up to the travelers’ booking decision. Findings show: The majority of guests (80%) expect hotels to initiate contact and reach out via email 73% of guests have… read more » Read the full story
Recherche sur la communication entre hôtels et clients (en anglais) by Nicholas Scott Johnson June 20, 2017 1:00 pm White papers Une fois que le voyageur devient un client, les lignes de communication s'ouvrent. Dans cette recherche, nous avons cherché à identifier les expériences et attentes clients à travers les moyens de correspondances digitales entre clients et hotels. L’étude relate l’expérience pré-arrivée et durant le parcours client. Ses résultats sont fortement liés à des recherches précédentesqui étudiaient le comportement des consommateurs lors de la phase de recherche menant à la décision de réservation. Les résultats montrent que: La majorité des clients (80%) s'attendent à ce que les hôtels initient le contact et les contactent par email 73% des clients ont… read more » Read the full story
Verbraucheranalyse zu Präferenzen und Erwartungen des Gastes bei der direkten Kommunikation mit Hotels by Nicholas Scott Johnson June 20, 2017 1:00 pm White papers Sobald ein Reisender zu einem Gast wird, öffnen sich verschiedene Kommunikationswege. Bei dieser Studie war es unser Ziel, die Erfahrungen und Erwartungen des Gastes während der Korrespondenz mit ihren Unterkunftssbetrieben zu ermitteln. Dies bezieht sich auf die Zeit vor der Ankunft im Hotel und die Erlebnisse der Gäste vor Ort. Die folgenden Ergebnisse sind stark mit der vorherigen Verbraucherstudie verknüpft, die sich auf das Verhalten von Verbauchern während des Suchprozesses konzentriert, welches zur Buchungsentscheidung des Reisenden führt. Ergebnisse der Auswertung: Die Mehrheit (80%) der Hotelgäste erwartet, dass Hotels die Kommunikation in die Wege leiten und per E-Mail in Kontakt treten… read more » Read the full story
Una ricerca rivela preferenze e aspettative degli ospiti per una Comunicazione Diretta dell’hotel (in inglese) by Nicholas Scott Johnson June 20, 2017 1:00 pm White papers Quando un viaggiatore diventa ospite, le linee di comunicazione si aprono. In questa ricerca abbiamo cercato di individuare le esperienze e le aspettative degli ospiti attraverso i mezzi di corrispondenza digitale tra gli ospiti e i loro fornitori di pernottamento. Ciò riguarda le esperienze degli ospiti prima dell'arrivo e delle esperienze in loco. I seguenti risultati sono fortemente legati alla precedente ricerca che si era concentrata sulla scoperta dei comportamenti dei consumatori durante il processo di ricerca che porta alla decisione di prenotazione. I risultati mostrano: La maggior parte degli ospiti (80%) si aspetta che gli hotel inizino il contatto… read more » Read the full story
Consumer Research Uncovers Travelers’ Online Search and Booking Behaviors by Nicholas Scott Johnson January 25, 2017 9:03 am White papers Do you want to know how travelers are finding your hotel? We've recently collected research revealing travelers' similar behaviors during the search and booking processes. This study uncovers the relevant and important factors affecting the booking decision during the first step of the traveler journey. Read the full story