Nordstrom was among the first clothing retailers to use texting to communicate with consumers in an effort to meld their online and physical experience. Not only can Nordstrom customers make purchases via text, but they can also reach sales associates directly without placing a call or waiting on hold.
Today, brands are essentially collections of experiences. We're in an era where people remember moments and experiences, not ads or logos. In this age where "CX is the new UX," there are six common objectives in the digital transformation of travel's customer experience that hotels need to consider as part of their strategy to build their brands through personal interaction.
For nearly a half-decade now, the hotel industry has buzzed about "authentic guest experiences." It was its reaction to the growing success of Airbnb and its ability to deliver upon the theme of "Belong Anywhere," where travelers who wanted to be insiders could engage with people and culture.
Everyone's talking about hotel technology and the hotels of tomorrow. We hear about smart rooms, the Internet of Things (IoT), ambient intelligence, voice search and assistance, personalization, and artificial intelligence (AI).
Many luxury hotel brands pride themselves on their responsiveness and attentiveness to their guests - it's one of the hallmarks of what distinguishes them from other hotels. "High touch" has become synonymous with private concierges, VIP lounges, personal butler service, 24/7 room service, and a host of other exclusive features designed to attract the discerning traveler.