In todays buyer-driven market, the travel industry is embarking on a transformative journey to adopt more customer-centric business models to improve performance and service quantifiably. The first step of this journey is to grasp the need for change - an imperative driven by the inevitability of the rapid evolution of technologies, more demanding traveler expectations, online reviews, OTAs and fierce competition.
In the latter half of the 20th century, the world experienced a love affair with enclosed shopping malls and shopping centers, which popped up all over the United States and Europe. The shopping mall was the mecca of baby boomer consumerism; a symbol as much as a place to shop, as can be seen in any number of teen movies from decades past.
There are some companies that claim they are guest or traveler engagement companies. These companies have developed software platforms or apps to communicate more effectively with the traveler. Their technology enables travelers check in online, purchase upgrades, and supports text messaging capabilities to order amenities while on-property as well as to send post-stay surveys.
The current boom in mobile technology innovations are once again transforming the travel and hospitality landscape. Hyperlocal data and information can be incredibly useful for digital engagement in todays mobile world. The capability to deliver useful, proactive content to travelers can enrich the guest experience and ultimately heighten the visibility and relevance of the hotel.
Global luxury brands should take advantage of evolving technological and consumer demands to help boost profits and remain competitive, according to the 2nd annual Global Powers of Luxury Goods report issued by Deloitte Touche Tohmatsu Limited (DTTL).
Back in 2012 digital luminary Brian Solis coined the term 'Generation C: The Connected Customer.' It is the disruption of technology that has lead to Generation C. Not only are Millennials using their devices to shop and buy but almost every businessperson is also connected as are an increasing number of older, over-40 individuals.