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By John Seaton
Managing Director, EMEA & APAC
Posted: 12/07/2017
The evolving nature of the guest experience and keeping up with guests’ needs and expectations is a huge focus for the hospitality industry at the moment. For a hotel, managing the customer relationship is one of the most critical elements of gaining and increasing loyalty, and yet can be the most difficult for hotels to master, as customers interact with them via a burgeoning number of contact points: email, mobile, social media, at the front desk and throughout the hotel property.