Exercice 3
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The document outlines a customer engagement process for hotels, including inspiration through social media and reviews, discovery on the hotel website and videos, planning using event calendars and brochures, and booking through apps and online concierge services. It also discusses engaging customers during and after their stay through online concierge, newsletters, social media posts, and reviews to build a sense of community.
Exercice 3
- 1. Camille JEAN rogersmith
- 2. Possible customer discovery path
- 3. Customer engagement points ï‚— Inspiration: social engine, social media,word of mouth ï‚— Discovery official website:communication with other consummers, get information about ranking and customers comment on trip advisor ï‚— Planning: hotel events ï‚— Booking: booking apps, online conciergerie, smartphone/tablet
- 5. Customer engagement process  Book online  Sign up free for newsletter  Online video  Interactive online calendar of the group’s events
- 6. Customer Engagement Process - The List: according to city: must see, eat, shop, bars & nightlife - Culture - Hotel events - Inside stories: about different hotels of the group = Lots of information at the customer’s disposal
- 7. Decision making process ï‚— Inspiration - Get informed on social media - Rankings & comments ï‚— Planning - Possibility to contact and get information - Upload brochures - Consulting calendar of events
- 8. ï‚— Discovery - Attractive website - Online videos - Subscribe to newsletter
- 9. ï‚— Booking - Online booking - Contact with reservation departement through phone to check twice ï‚— During stay - Using online conciergerie - Sharing experience on social media ie. Photos on Instagram & Pinterest ï‚— After stay - Stay updated with Google Plus & newsletter - Get advantage by joining other social media groups - Join social media to share experience & comment/rank=belong to Morgans community