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.
As we look at markets that are starting to show signs of recovery we’re seeing that the user journey looks very different. The post-Covid19 customer journey will redefine a hotelier’s digital marketing strategy. This could potentially be the ‘golden age’ for the direct channel and now, more than ever, brand.com is an essential part of the ‘new’ customer journey.