Guest Books Reservation - Couple Booking a Hotel

Guest Booking Path Phase III: Booking

The Booking: at once the Holy Grail, the Great White Whale, and the Great Pyramid of the modern travel world. Though at times evasive, the booking is the pinnacle of achievement. After visiting an average of 38 websites and threatening abandonment for a better rate here or a better review there, a traveler has decided …

Researching Hotels and Vacation Rentals Search - Couple on Mountain

Guest Booking Path Phase II: Research

Today’s technology-driven, travel buying path is constantly in flux. Travelers are presented with more options for accommodations than ever before, from independent hotels and destination resorts to vacation rentals and private homes. There is also an ever-increasing number of avenues where they can find those accommodations, including online travel agencies (OTAs), listing sites, metasearch sites, …

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Winning the War on Booking Friction for High-Consideration Stays

Friction reduces conversions, frustrates customers, and eats away at your bottom line. It can be anything from a slow-loading page to unclear instructions during the checkout process. When TripAdvisor launched its instant booking feature on mobile, the company announced it was aiming to “remove friction” from the booking process.1 TripAdvisor knew that converting travelers to …

Call and Contact Center Photo

The Question Isn’t Whether to Outsource Calls, It Is How Much

Most people have heard about the extremes that Zappos.com will go to for customers, sometimes even sending them to competitors if it means the customer is better served. In fact, the company’s mission is to provide the very best customer experience in the online retail world. As a result, Zappos staffs its call center 24 …

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Profitability Strategy #3: Improving Guest Service While Increasing Reservations

From 2014 to 2015, Narrowcast captured over 8 million vacation rental calls, equating to over 38 million minutes of dialogue with guests. That’s an average of 4.75 minutes per call. A comparable standard for visitors to vacation rental websites is hard to come by and, frankly less meaningful. No matter the multitude of analytics available, …

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The Most Valuable High Touch Guest Service Channels in the High Tech Digital Age

These days, the guest journey has grown more complex. On a typical day in 2015, millions of people worldwide will book lodging accommodations. The exponential growth of the internet and the use of mobile devices by travelers who shop, plan, and book online shines a light on the challenges hoteliers face in their fragmented, complex …

Chart detailing Average Hotel Stay Values and ADR

Hotel Guests Earned Via Phone Worth More Than Web

George Bernard Shaw once said, “The single biggest problem in communication is the illusion it has taken place.” The rise of digital/mobile means of research and booking has spiked an exponential growth in written and visual communications—and with it an increased likelihood that the communication isn’t really taking place, that it’s missing the mark.   …