Closing the Loop on the Travel Journey - Action Plan to Achieve a 360-Degree Past and Future Guest Engagement, Retention, and Acquisition Strategy

By Max Starkov, President & CEO at HEBS Digital, Margaret Mastrogiacomo , Vice President, Strategy at HeBS Digital | 22 Jun 17

Today's hotel planning and booking customer journey is becoming increasingly complex in this multi-device, multi-channel and multi-touch point digital landscape. In fact, according to Google, the average consumer engages in 38,983 digital micro-moments in just under two months. That's over 38,000 digital moments in a 60-day booking window. As consumers are living their lives digitally connected throughout these digital micro-moments, when they embark on the travel planning journey, which on average, includes 19 different touchpoints before making a booking (Google research), each one of these touchpoints presents an opportunity for a hotel to build a brand connection, influence intent, and be there for every step of the journey.

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About HEBS Digital

Founded in 2001, HeBS Digital is the industry’s leading digital technology, full-service hotel digital marketing, website design and direct online channel consulting firm based in New York City (www.hebsdigital.com). HeBS Digital has pioneered many of the “best practices” in hotel digital marketing and website revenue optimization, as well as a range of industry-first digital technology applications. The firm has won more than 350 prestigious industry awards for its digital marketing and website design services, including numerous Adrian Awards (as well as two coveted Platinum Awards), Davey Awards, W3 Awards, WebAwards, Magellan Awards, Summit International Awards, Interactive Media Awards, and IAC Awards.
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