{"id":7750,"date":"2024-05-04T11:45:35","date_gmt":"2024-05-04T11:45:35","guid":{"rendered":"https:\/\/ascensus-beratung.de\/?page_id=7750"},"modified":"2024-05-08T06:20:36","modified_gmt":"2024-05-08T06:20:36","slug":"average-daily-rate-adr-definition-calculation-and-example-3","status":"publish","type":"page","link":"https:\/\/ascensus-beratung.de\/en\/encyclopedia\/average-daily-rate-adr-definition-calculation-and-example-3\/","title":{"rendered":"Customer journey in the hotel industry"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7750\" class=\"elementor elementor-7750 elementor-7749\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-40744c53 e-con-full e-flex e-con e-parent\" data-id=\"40744c53\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-649cd204 e-con-full e-flex e-con e-child\" data-id=\"649cd204\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f390711 elementor-widget elementor-widget-spacer\" data-id=\"f390711\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2315608b elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"2315608b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Customer journey in the hotel industry\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d276432 e-con-full e-flex e-con e-child\" data-id=\"d276432\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c68a820 elementor-widget elementor-widget-spacer\" data-id=\"c68a820\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-86f81ea elementor-widget elementor-widget-image\" data-id=\"86f81ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"639\" src=\"https:\/\/ascensus-beratung.de\/wp-content\/uploads\/2024\/05\/Revenue-Management-3.webp\" class=\"attachment-large size-large wp-image-7824\" alt=\"Customer Journey in der Hotellerie\" srcset=\"https:\/\/ascensus-beratung.de\/wp-content\/uploads\/2024\/05\/Revenue-Management-3.webp 940w, https:\/\/ascensus-beratung.de\/wp-content\/uploads\/2024\/05\/Revenue-Management-3-300x240.webp 300w, https:\/\/ascensus-beratung.de\/wp-content\/uploads\/2024\/05\/Revenue-Management-3-768x614.webp 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-cf47cdb e-flex e-con-boxed e-con e-parent\" data-id=\"cf47cdb\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-958923f e-con-full e-flex e-con e-child\" data-id=\"958923f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bbdf8ae elementor-widget elementor-widget-heading\" data-id=\"bbdf8ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Definition of the customer journey in the hotel industry<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57ebd01 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"57ebd01\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div>\n<div>\n<p>The customer journey in the hotel industry encompasses all interactions that a guest experiences with a hotel, from initial inspiration to repeat booking. This journey is crucial to the success of a hotel, as each phase offers specific opportunities to positively influence the guest and build lasting loyalty. With the increasing influence of digital media, a strategic online presence is essential in order to respond effectively to the needs and wishes of guests at every stage.<\/p>\n<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e69aa85 elementor-widget elementor-widget-heading\" data-id=\"e69aa85\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Overview of the customer journey in the hotel industry<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ff2012 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"7ff2012\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The customer journey in the hotel industry is a complex process that encompasses several key phases in which hotels interact with potential guests. Each of these phases offers specific opportunities to impress the guest and create a positive experience. A deep understanding of these phases enables hoteliers to develop targeted marketing strategies and respond effectively to guests&#8217; needs and expectations.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed192fd elementor-widget elementor-widget-heading\" data-id=\"ed192fd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">What phases does the customer journey involve?\n\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eb87a62 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"eb87a62\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The customer journey consists of a total of 7 phases. The seven key phases of the customer journey are described below:<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5cb1712 elementor-widget elementor-widget-heading\" data-id=\"5cb1712\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1st inspiration phase: wishes and discoveries<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f977b25 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"f977b25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div>\n<div>\n<p>During the dreaming phase, potential guests begin to take an interest in possible travel destinations, often without a concrete idea. They look for inspiration through social media, travel blogs, search engines and online videos. Hotels can take advantage of this phase by sharing impressive content and highlighting the uniqueness of their offer. Effective marketing in social networks and search engine optimization of content that makes travelers dream are of great importance here.<\/p>\n<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-04f171c elementor-widget elementor-widget-heading\" data-id=\"04f171c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2nd research phase: information procurement  \n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59c444b elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"59c444b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div>\n<div>\n<p>The inspiration phase is followed by the research phase, in which the prospective customers take a closer look at possible hotels and destinations. Here it is important that hotels have well-maintained and informative online presences. Website optimization, clear presentation of offers, up-to-date content on OTA platforms and the provision of detailed information on room categories, prices and availability are key to turning interested parties into bookers.<\/p>\n<\/div>\n<div>\n<p>A shortlist of potential accommodation is then drawn up. Guests compare features, prices and reviews. An appealing website design, positive customer reviews and outstanding images are critical factors that contribute to a hotel being shortlisted. It is also important that the hotel brand is presented consistently and attractively on different booking platforms.<\/p>\n<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-164843c elementor-widget elementor-widget-heading\" data-id=\"164843c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3rd booking phase: decision and transaction\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e01b529 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"e01b529\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div>\n<div>\n<p>The booking phase is the decisive moment when interested parties become guests. A simple and fast booking process that works smoothly on all devices is crucial here. Hotels should use a secure, user-friendly booking engine and offer the option to book directly on their own website to save commissions and increase customer loyalty.<\/p>\n<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d97924 elementor-widget elementor-widget-heading\" data-id=\"2d97924\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4th preparation phase: anticipation and planning\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e1be852 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"e1be852\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div>\n<div>\n<p>After booking, guests begin to prepare for their stay. This is an excellent opportunity for hotels to strengthen their relationship with guests through proactive communication. Information about the hotel and the surrounding area, offers for activities and information about additional services can be communicated via targeted emails and an appealing app.<\/p>\n<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dfe7458 elementor-widget elementor-widget-heading\" data-id=\"dfe7458\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5th experience phase: stay and interaction\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7834f8d elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"7834f8d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div>\n<div>\n<p>During their stay, hotels should do everything they can to offer guests an unforgettable experience. Customer service, room quality and additional offers play an important role. Personalized services that cater to guests&#8217; individual preferences can increase satisfaction and lead to higher spending during the stay.<\/p>\n<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-753421f elementor-widget elementor-widget-heading\" data-id=\"753421f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6. feedback and retention phase: increasing customer loyalty\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bd47fb1 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"bd47fb1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The feedback and retention phase is crucial for customer loyalty and gaining regular customers. In this phase, continuous contact through newsletters, social media and targeted advertisements is important to reinforce the memory of the pleasant stay and encourage repeat bookings. Sincere thanks and regular reminders increase guest loyalty.<\/p>\n<p>In addition, proactively managing online reviews and encouraging the sharing of positive experiences on social networks and review platforms is essential. Incentives for writing reviews can increase the visibility and attractiveness of the hotel, improve perception and attract new guests.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-05ebd64 elementor-widget elementor-widget-heading\" data-id=\"05ebd64\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7th return phase: development into a regular guest<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9eb9fd6 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"9eb9fd6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Successful integration of all aspects of the customer journey can turn a one-time guest into a loyal regular. If the guest&#8217;s stay has left consistently positive memories and these are continuously reinforced through targeted hotel marketing, the guest&#8217;s loyalty to the hotel is strengthened. Over time, an occasional visitor becomes a returning regular.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4221f4c e-flex e-con-boxed e-con e-child\" data-id=\"4221f4c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6a0289e elementor-widget elementor-widget-heading\" data-id=\"6a0289e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion: The strategic importance of the customer journey\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dfea32e elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"dfea32e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div>\n<div>\n<p>A comprehensive understanding and strategic optimization of the customer journey are essential for hoteliers to be successful in the highly competitive hotel industry. Targeted measures at every stage can not only increase booking figures, but also achieve strong customer loyalty and ultimately higher sales. The customer journey offers numerous touchpoints where hotels can have a positive impact on guests&#8217; decision-making and set themselves apart from the competition.<\/p>\n<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39afdd2 elementor-widget elementor-widget-button\" data-id=\"39afdd2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/ascensus-beratung.de\/en\/consulting-advice\/hotel-consulting-your-key-to-a-successful-hotel-business\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Optimize the customer journey<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fa092c1 elementor-widget elementor-widget-shortcode\" data-id=\"fa092c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\"><div class=\"shariff shariff-align-flex-start shariff-widget-align-flex-start\"><ul class=\"shariff-buttons theme-round orientation-horizontal buttonsize-medium\"><li class=\"shariff-button linkedin\" style=\"background-color:#3FB8B6;border-radius:50%\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fascensus-beratung.de%2Fen%2Fencyclopedia%2Faverage-daily-rate-adr-definition-calculation-and-example-3%2F\" title=\"Share on LinkedIn\" aria-label=\"Share on LinkedIn\" role=\"button\" rel=\"noopener nofollow\" class=\"shariff-link\" style=\";border-radius:50%; 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This journey is crucial to the success of a hotel, as each phase offers specific opportunities to [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":7824,"parent":3284,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-7750","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer journey in the hotel industry - Ascensus<\/title>\n<meta name=\"description\" content=\"The customer journey in the hotel industry encompasses all guest interactions from inspiration to repeat bookings.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ascensus-beratung.de\/en\/encyclopedia\/average-daily-rate-adr-definition-calculation-and-example-3\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer journey in the hotel industry - 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