Closing the Loop on the Travel Journey: Action Plan to Achieve a 360-Degree Past and Future Guest Engagement, Retention, and Acquisition Strategy

HEBS Digital | June 5, 2017

By Max Starkov and Margaret Mastrogiacomo Today's hotel planning and booking customer journey is becoming increasingly complex in this multi-device, multi-channel and multi-touch point digital landscape. In fact, according to Google, the average consumer engages in 38,983 digital micro-moments in just under two months. That's over 38,000 digital moments in a 60-day booking window. As consumers are living their lives digitally connected throughout these digital micro-moments, when they embark on the travel planning journey, which on average, includes 19 different touchpoints before making a booking (Google research), each one of these to...