Customer service vs customer experience — is there really a difference? Despite the terms often being used interchangeably, there most certainly is… In a nutshell, the main difference between customer service and customer experience is that while customer service is one piece of the puzzle (focused on human interaction and directly supporting your customers) customer experience is the sum of the entire customer journey with your hotel.
With Valentine's Day just around the corner, it got us thinking about how to make the most of the different holidays throughout the calendar year. Whether it’s romantic getaways in February or spa trips for Mother’s Day in March, there is a huge opportunity when it comes to capturing the spending desire of consumers for these special days.......
We have all been there, research complete and just about to click “Buy” and you ask yourself the question “Is this the right purchase for me?” How do consumers decide what they want to buy [...]
Update As with any announcement from Google, the launch of free hotel booking links generated its fair share of hype. After the launch back in mid-March, we analysed the impact on Metasearch across our portfolio. [...]