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.
The world of holiday booking has evolved. Customers are more wary with their arrangements, especially as holiday uncertainty is still high. This means they are likely to do lots of research and not book on the first visit to your website. A great way to combat this, and importantly - secure bookings, is by creating a personalised experience for your customer that remembers and adapts to what they are searching for, using their data to provide a more intuitive booking process.