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"The year 2020 was the most challenging in the history of the hospitality industry, but it also led to innovative strategies, the adoption of new tech, and elevation of customer service. Here are key steps one high-end international business hotel in Houston took towards future success, moves that ..." 
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"From the search for 'purity' to the power of 'distraction', our panel of expert insiders discuss the future of luxury travel in a complex world ..."
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"As we know, with both Gen Z and Millennials prioritizing experiences over material goods, easy and efficient service and an authentic purpose, restaurants have a great opportunity to tap into this very large market ..."
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"What is Luxury?
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"Chatbots are empowering travellers across the planet with improved access to real-time info and instant connectivity with local ecosystem ensuring safer stress-free travel, personalized services and superior experiences..."
Leona Ungerer's insight:
Application to Indian tourism industry
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"There is little doubt that the tourism industry is facing some interesting and challenging times ..."
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"Leading data and analytics company, GlobalData has released a report ‘Technology Trends in Travel and Tourism’. It found that travel companies are using various technologies to engage with customers at every stage of their journey ..."
Leona Ungerer's insight:
I referred to the impact of technological forces in a number of posts already (Study unit 1: Forces impacting on tourism; 1.6: Technology). This post is also relevant to Study unit 5: Tourism decision-making (e.g., 5.4.1 Travellers as users of new technologies)
The final paragraph in this post, "The days of offering a pillow menu or room gift are well and truly over – they are expected. Smart tourism and travel are the next big things.', has implications for a topic discussed in Study unit 16: Differentiating a company's service: customer value, loyalty and trust (see 16.2.1: The hierarchy of customer value). Tourist may start to expect services such as free Wi-Fi as givens (and they will then be situated on the basic and expected value levels).
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"The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology ..."
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"There is often a gap between what hoteliers think matters to guests and what actually matters. Paying attention to guest feedback can help bridge this gap ..."
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![Customer-experience expectations: What happens when you don't deliver [Infographic] | Customer service in tourism | Scoop.it](https://img.scoop.it/ocdzZ3qT9O_WvhyrLHn_kDl72eJkfbmt4t8yenImKBVvK0kTmF0xjctABnaLJIm9)
"Consumers want better customer service from companies. Check out this infographic detailing customers' expectations and how delivering on their expectations benefits your business and bottom line ..."
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"Here are the six elements that can position your organization for customer service success ..."
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"There are several things a traveler expects when staying in a hotel: that room service is available, the beds won’t be as comfy as your own, and there will be a Bible in the nightstand ..."
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"As customers, why do we continue to spend money with companies that create constant hardships for us? ..."
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"A J.D. Power survey of consumer sentiment conducted in mid-March—"a lifetime ago"—stresses the need for empathy and consistency from travel brands ..."
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"A 2015 study contends that if workers were paid $15 an hour, the cost of a Big Mac that now costs $3.99 would soar to—wait for it—$4.16 ..."
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"We look into why travellers are venturing out alone, what they look for from accommodation, and who’s getting their solo offerings right ..."
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"AI is revolutionizing technology for customer service which improves customer experience with automation and gives digital empowered to businesses ..."
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"With more people travelling than ever before, the hospitality industry faces an increasingly diverse range of clients to cater for... ..."
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"Empathy is defined as understanding or able to understand the feeling of others. Nowadays consumer empathy and consumer satisfaction have become the very important role for a firm to grow its business ..."
Leona Ungerer's insight:
This post relates to section, 3.5: Customer expectations. It is mentioned that 'Customers subconsciously evaluate businesses not only on the basis of whether they give them what they want but on the strength of meeting the six basic customer needs, of which understanding and empathy is one. Under section 3.5.1: Generic customer expectations, it is mentioned 4 Empathy. Empathy is the essence of a customer-oriented approach. lt is a person's ability to see and feel things from someone else's point of view. Customers expect service employees to understand their concerns. Customers do not expect to be treated as though their presence is an imposition on the employees or an interruption of their work.
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From
medium
"Mobile tourism is a new way of tourism that allows tourists to experience cities and tourist attractions by means of their smartphones and tablets. And mobile tourism is hot, for obvious reasons …"
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"Don't be alarmed but if you're flying on Qatar, Emirates, Etihad or even Lufthansa Airlines -- your fellow passenger might be a falcon ...."
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"Looking for the word's coolest hotels and bars? A new book, Night Fever 5, has 100 of the best. Editor, Carmel McNamara explains how she chose the venues ..."
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"Enterprises have been warming to digital transformation, but it's crucial that they maintain a human element in their customer interactions, according to a study Verint published last week ..."
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