Importance of Customer Retention and CRM of Hotelvgenz
There were more than 100 hotels surveyed in Paris, Rome, and Barcelona, with more than 60,000 respondents surveyed. “How do you know our hotel?” The survey results came in the same direction as the Google study on the same topic question.
The results of this survey are as follows.
- 24.1% Friends or Family
- 20.2% OTAs
- 17.2% Other
- 16.0% Tripadvisor
- 11.8% Repeat Guest
- 2.7% Blogs
- 2.7% Travel Agent
- 2.0% Facebook
- 2.1% Magazine
- 1.0% Travel Guide
- 0.1% Twitter
From the survey, it can be seen that friends and relatives are friends. It is a person who plays an important role in providing advice on various places to stay. The # 1, # 1, # 4, and # 5, combined 51.9% more than half! Of the respondents.
The result of the survey is that all three groups are influenced by the decisions of hotel customers who have experience in using hotel products and services.
So the hotels It is important to keep the old customer base. Use existing CRM or customer relationship management strategies. Because they can develop and expand the business of their own hotel based on the experience of good old customers in the
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