Transforming Disruption Into Opportunity: Post COVID-19 Hotel Customer Experience | Hos... - 1 views
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With airline travel down by a staggering 90+ percent between mid-March and now (compared to last year), and hotel occupancy rates hovering in the low-single digits, global travel industry experts forecast a $2.1 trillion dollar loss for 2020, and a slow recovery that could take years.
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oday’s new “norm” for user experience is the singular result of a worldwide health crisis that has already driven each and every travel and hospitality company into swift and decisive action,
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and will require thoughtful and meaningful investments in digital technologies to improve the customer experience.
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With the impact that COVID-19 has had on the travel and hospitality industry, companies have had to turn to digital innovations to improve customer experience and regain trust. Innovations such as digital temperature checkpoints, connected room technologies, and digital labor can increase safety and allow hotels to operate during a crisis in a way that still provides the upmost customer experience. Those who capitalize on these innovations in a timely manner, and who manage the impact of COVID- 19 compassionately, may increase both their customer confidence and their value as an organization.