Travel Customer Experience Becomes Inherently Mobile at Starwood Hotels and Resorts | loyalty360.org
Customer experience in the travel industry certainly isn’t immune from the impact that mobile has in today’s loyalty marketing world. Just ask Julie Atkinson, Senior Vice President, Global Digital, at Starwood Hotels and Resorts Worldwide. “The travel experience has become inherently mobile, and we know our members expect to use their mobile devices to enrich their experiences,” Atkinson told Loyalty360. “While this behavior change has been evident in the hospitality industry, it’s certainly not limited to just our brand or vertical. Technology touches every aspect of our lives. At Starwood, we are adapting to this ongoing evolution of customer behavior by continuing to integrate mobile technology into all aspects of the guest experience, both in booking and planning, as well as on property. We know there’s no ‘one-size-fits-all’ approach for our loyal customers, and we’ve witnessed how the power of technology can help a traditional hospitality company deliver high-touch personalized service that our loyal customers have grown to expect.”
