Four Actionable Steps to Stay Relevant Through Customization and Personalized Services

Dr. Meng-Mei (Maggie) Chen | March 28, 2017

by Meng-Mei (Maggie) Chen Hoteliers are seeing their relevance diminishing almost by the day as customers increasingly turn to alternative (non-hotel) types of accommodation and make reservations through online travel agencies (OTAs) rather than book directly with the hotels themselves. Hoteliers cannot afford to give up though and must stay relevant. Leveraging customer data and technology to initiate customized offerings and personalization could help to make them more relevant. However, when some industry experts advocate personalization, somehow the suggested solutions tend to be more related to selling upgrades or improving their e...