After Covid-19, tourism recovered, a “double” want of staying visitors was set. That’s easy methods to each really feel acquainted however nonetheless get pleasure from new values within the expertise on the first time coming to the lodge.
According to a current survey by Visa’s Green Shoots Radar, 42% of contributors imagine they’ll travel for pleasure in 2022. Meanwhile, one other survey within the US exhibits that 100% of contributors are motivated. power on the highway.
After Covid – 19, the necessity to discover enjoyable travel experiences flourished. At the identical time, the tourism wants of post-Covid-19 vacationers have additionally modified. Accordingly, guests not solely want a handy stopover but additionally need a extra attention-grabbing place to remain.
In the open sharing program – Open Talk with the theme “From CX to Gamification” (CX stands for Customer Experience) that occurred at SOJO Hotel Ga Hanoi this morning, May 24, the development of gamification (Gaming) within the expertise design for patrons of the lodge service trade has been very curiously shared and analyzed by specialists.
At this system, communication professional Le Quoc Vinh – Chairman of the Board of Directors of Le Group within the function of customers emphasised: “Come to the hotel now not only to sleep and eat, to go to the hotel is to play, enjoy fun”.
With his expertise, Mr. Vinh stated that to be able to obtain that “fun” issue, inns must concentrate on bettering the expertise, creating and personalizing the expertise…
Mr. Vinh additionally posed the issue of “needs” of shoppers for lodge house owners: How to make visitors really feel acquainted with the lodge on their first arrivals (lodge employees learn about Who is Mr. Vinh, what’s the want for expertise…?) and nonetheless get pleasure from new values within the expertise?
Sharing the identical view of Mr. Vinh, Ms. Dang Thuy Ha – Customer Director, NielsenIQ Vietnam additionally shared the survey outcomes displaying that right this moment, there are three components clients care most about when touring, which is a customized expertise. encryption (82%), excessive security requirements (81%), privateness (58%). The buyer expertise race within the hospitality trade has thus develop into extra intense, but additionally extra thrilling.
Attending Open Talk as a speaker, Ms. Nguyen Thi Thu Ha, Head of Style Shaping Department of SOJO Hotels, stated that the issue of buyer wants as talked about by Mr. Le Quoc Vinh is totally potential. solvable.
“By doing a lot of surveys, we realized that customers have a need for a destination that is always ready to welcome them, where their needs are met – not lacking in amenities but not in excess of rarely used facilities. arrive.
They also want to be connected in a profound and holistic way, from space to people and emotions. For global citizens, they also want to experience new things; I want a feeling that is both close and different. And they expect the place they live to have taste,” stated Mrs. Ha.
And in line with Ms. Ha, it was the lodge the place she labored (SOJO Hotel – PV) that designed the visitor expertise journey with “station points” (from receiving data, wants, necessities… guests when desiring to make a reservation).
With a customer-centric technique, this lodge focuses on researching the “right and right” experiences. Specifically, at these “stations”, the lodge will report data via the information system to have the ability to higher perceive clients, from there, have interactions, video games (with the title “Gamification”) with visitors, bringing a sense of familiarity but additionally very new to the visitors.
Ms. Ha provides an instance: as quickly as you step into the room, utilizing the lodge’s app, the JOs (a well-recognized title that SOJO Hotels name clients) will instantly “turn on the mood” in line with the settings. preset. Each emotion of JO might be accompanied by a coloration of loo lighting, music and room temperature. The curtains can even be slowly opened, in order that they’ll totally benefit from the second of relaxation.
Or when coming into the lavatory, the shampoo couple will “puzzle” JO with a witty query “JO, shower first or wash first. That’s the problem”. Two “genuine” picket brushes are subtly organized in order that visitors can distinguish them from their companions, but additionally a means for them to reshape their personalities and preferences. SOJO’s two-color slippers even have variations from the lodge’s model, able to convey visitors into the language decoding sport…
In addition, at this open sharing, points akin to optimizing buyer expertise and the most recent developments within the discipline had been additionally analyzed by the audio system from numerous angles, together with market developments. market, buyer expertise, media and enterprise.