WHAT FACTORS ARE DRIVING SERVICE CHANGES

BOGLIETTI LAURATIFFANY BLAIS MBA2B

Here we go!.....

News expectations from the customers….

- New customers habits which evolve at the same time than

the market environment.

- Customers nowadays want more quality and the best service ever!

- Customers want more and more, and especially more than what they already had.

The key factors of service changes...- A LOT OF COMPETITON WITHIN THE MARKET:

Each hotel needs to get the best competitive advantage in order to face the new creativity or originality of the competitors. Hotels have to be creative and original before their competitors. That’s the key element!

- THE NEW TECHNOLOGY!

We can talk about a DIGITAL REVOLUTION and invasion on the hospitality market which completely changed the relationship between customers and hotels: a new “way” to “re”think the hotel industry, the marketing and the customers/hotel relationships.

The key factors (to be continued…)- A appropriate “financial environment”:

New balance needs to be create between human and capital.

- Think “innovative”:

Customers are getting more and more demanding! How to deal with that? Then, the best solution is to offer them always more and more by being innovative and creative in order to satisfy them all the time: hotels have to create value, through intangible assets (not only through material...but both). Hotels have to think about tangible and especially INTANGIBLE ASSETS.

- Think “human quality”:

Human quality has to be seen as one of the main success driver ⇒ to get “hotels a new personality”

Key words:- Focus on customer requests and desires

- Think about “speed” to satisfy their requests, so think “DIGITAL REVOLUTION”

- Personalized service: creativity, special relationship with the customers…

- Added value, all the time, to go above customers biggest expectations. (in order to increase guests loyalty)

CONCLUSION

CREATIVITY, EXCLUSIVITY, SPEED AS A “HOTEL RACE”, CUSTOMER FOCUS, PERSONNALIZED SERVICE, DIGITAL STRATEGY TO CREATE A NEW TYPE OF RELATIONSHIP

BETWEEN HOTELS AND CUSTOMERS….nowadays, represent the new success factor!