Hotel guests today want convenience, connection and context – things that can be obtained with personalisation. Consumers want personalised experiences because they want to feel like their interests and preferences are taken into account. And because the customer has invested time to research and finally decide to engage your company over many others, it is expected you will reciprocate the favour.
Personalisation is the practice of using customer data to deliver customers the services and product that are aligned with their preferences and specific needs. It is not to be confused with customisation.
Personalisation goes beyond customisation and takes a step further by using data to understand, assess and predict customer behaviour. In most cases, this task is left to a system to deliver the relevant content, experience, or functionality that matches the user’s identity.
It’s no secret that adopting a customer-centric approach yields better results and builds greater brand loyalty. With the right technology and tools, hotels are presented opportunities to anticipate customer’s needs and deliver tailored experiences for them. By applying elements of personalisation to customer interactions, hotels can drive more loyalty, engagement, positive reviews and word-of-mouth recommendations.
Besides advancing customer relationships, personalisation can lead to increased acquisition, conversion and retention of customers. Providing personalisation throughout the customer travel journey can influence and accelerate purchasing decisions. With a plethora of travel options available today, personalisation has the ability to reduce information to a digestible level that’s useful and relevant to the travelers. A report released this week by SITA, entitled ‘The Future is Personal’, highlights the myriad opportunities presented by the continuous rise of mobile technology and the connected traveler.
The report also highlighted that 97% of air travelers now carry their own device when travelling, with 81% carrying a smartphone, 43% a tablet, 43% a laptop and 17% carrying all three. This creates huge opportunities in terms of communications with travelers, personalisation and disruption management throughout the guests travel journey.
Personalising the traveler journey begins with understanding traveler behaviour and predicting what they will need even before they begin the booking process. A personalised journey affords travelers a stress-free travel experience that’s perfectly suited to their preferences. Using past traveler behaviour and tailored and personalized prompts to understand travelers needs and wants AirRentalz can offer truly unique travel products and services.