Podcast: #13 - Creating a great guest experience

In the thirteenth episode of the Click. Podcast we delve into the topic of guest experience – exploring the trends shaping consumer preferences, the role of personalisation and how to gather and learn from feedback.

From exceptional service to personalised surprises, creating fond memories for guests can result in glowing reviews, advocacy and loyal customers. But as new technology and traveller trends emerge, brands need to pay close attention to evolving customer preferences to maintain a high level of guest satisfaction. 

In this episode, we explore how Booking.com has been innovating to support the delivery of more tailored guest experiences, the value of moments of recognition and shaping your guest experience strategy around your target market.

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Interview by Nicola Donovan, Travel Writer at Booking.com, joined by Michael Levie, Co-Founder and COO at citizenM, and Kristin Bartholomew, Partner Brand Manager at Booking.com.


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  • From building an authentic experience around strong company values to managing expectations and living up to your promises, the key ingredients to offering a great guest experience now go far beyond the basics of a stay
  • Connecting on a human level and empowering staff to do this in their own way is vital, along with recognising that the guest’s full travel experience guest far beyond the check-in desk
  • The notion of travel now goes beyond the stay, with the likes of transport providers and attractions also playing a key role in influencing guest experience

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