Tourism and hospitality leaders have noticed a major shift lately in the path to purchase because buyers’ tendencies have changed.
Digital transformation trends in hospitality and tourism show that demonstrating a strong omnichannel journey with robust data and content creation is essential. Delivering omnichannel orchestration is key to providing contextual experiences guests now demand. And ensuring senior leadership is attuned to the importance of having a 360-degree view of customers is just as important to remain competitive.
In a recent study by Forrester, 76% of tourism and hospitality decision-makers consider their personalization program to be mission critical. Are you maximizing your ability to personalize customer service experiences so you can improve revenue generation and operational efficiency?
Hospitality businesses have leveraged technology to understand their guests better and create more personalized and engaging experiences with the ability to have a 360-degree view of customers. By leveraging data and insights, hospitality businesses can provide more precise customer service, build targeted marketing campaigns, and create more effective loyalty programs.
Restaurants that digitized mobile ordering and curbside pickup offer that 70% of diners that prefer to order digitally than in person—even when they are on-site. QR code downloads have soared 750% since the pandemic, and experts say those trends are here to stay. With the right technology in place, this quick scan enables a 360-degree view of customers that can potentially connect all of your systems—including marketing, service, and point-of-sale to every dine-in customer.
Here are eight perks that offer a personalized guest experience and the ability to build a stronger hotel loyalty program or restaurant loyalty program:
With a holistic 360-degree view of customers, you can gain real-time insights into operations and receive streamlined analytics of marketing campaigns with dynamic dashboards. With digital transformation software, you can understand trends, find root causes to make course corrections, and make faster, more precise strategic decisions.
So how can you empower digital tools to personalize at scale? Travel and hospitality software from Salesforce powers the world’s #1 CRM platform to provide a 360-degree view of customers, allowing you to deliver personalized, frictionless experiences. The travel and hospitality industry can benefit from data integration to personalize travel options, trigger artificial intelligence to provide real-time experiences, and connect guest services to guarantee complete customer satisfaction.
Propel your business with smarter technology investments, better data, and tighter integrations. As a multi-cloud Salesforce implementation partner, OSF Digital are loyalty experts that can help you deliver the personalized guest experience you want. Contact us to ensure your tech stack aligns with your growth goals.