Differentiation Strategy and Personalized Experiences in the Hotel Industry

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It has always been the job of hoteliers to know what their guests want, but now it is more necessary than ever. Creating personalized and connected experiences that are seamless from the first contact of the potential guest to the last is a task that can no longer be postponed. Operators are looking for a way to stand out from the crowd and implement effective differentiation strategies. How can they do it? The answer comes from the hand of Big Data and its usefulness.
The impact of Covid-19 on the tourism industry in general and hotels in list of dubai consumer email particular has been enormous and has changed consumer habits, market trends and customer needs. We are entering a new year where differentiation strategies will be key to maintaining a good sales volume in a highly competitive environment such as hospitality. This article by Hospitality Net highlights some of the emerging trends in the sector in the 'post-covid' world: customers will want to minimize contact with each other and contamination-free open spaces will be in high demand; travel is less long in terms of distance and domestic and local tourism has seen a strong surge. Of course, digital investment is key to increasing the quality of service and designing customer-centric strategies that put the needs of each customer at the center.

Creating personalized experiences
An IBM study on hotels and the paradox of personalization indicates that there is a demand among users for greater differentiation in their hotel experiences and that so far the majority do not observe large qualitative differences. Personalized experiences can have a large impact on the perception of customers before, during and after their stay: