![]() We will explore in greater detail each of these four critical phases to discover how luxury travel and hospitality brands can influence their customers’ decisions. Experiencing and sharing phase: Can’t-wait-to-explore moments.Planning phase: Time-to-make-a-plan moments.Dreaming phase: I-want-to-get-away moments.There are four essential travel phases that matter in the customer journey: It is critical for luxury travel brands to be present throughout each of these four phases if they want to positively influence their customers’ decisions. Taking inspiration from a study by Google on consumers’ online behaviors in the travel and hospitality industry, we will organize this report into four essential phases. High-end travel brands and luxury hotels need to understand how these new developments are shaping their consumers’ decision process. ![]() Social media and mobile, in particular, are profoundly influencing the purchase decisions of modern affluent travelers. This report explores how digital and new technologies are redefining the travel and hospitality industry across the entire travel journey. Today, we are looking at another industry that is being heavily reshaped by digital: luxury travel and hospitality. We’ve previously explored in detail the digital transformation of the luxury retail industry. By leveraging the millions of authentic travel photos and stories that people post online every day, luxury travel brands can create engaging digital experiences that move travelers along the path to purchase. Social media and user-generated content are an essential part of marketing to the modern affluent travelers.To reach and influence travelers, luxury travel brands must take an omnichannel approach to customer experience and provide relevant content throughout the travel journey online.
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