Insights.
What is a Customer Journey?
12 May, 2023
Technology
The Customer Journey or 'user journey', encompasses all the phases a visitor goes through since they first discover the need to book an accommodation. Improving the user journey puts the visitor in the driver's seat, building a customer base of repeat visitors.
4 stages of the customer journey
To get the most out of a guest experience, it's important to be aware of:
- how guests think,
- what their questions or worries are,
- what interests them most about the type of accommodation you provide.
In this regard, it is important to know the stages of the customer journey.
1. Awareness
During the awareness phase, your potential guests create a need to find accommodation that will satisfy their wishes and expectations. They research solutions and analyze the available offers - they choose between accommodation in hotels, camps, villas, or apartments.
2. Consideration
The second phase involves comparing the services you offer with your competition. A potential guest can compare the price, location, ambiance, food offers, sports activities, or activities for children in your facility with the competition.
3. Decision
The services offered in the facilities and the quality of the accommodations are what guests select based on their needs and preferences. Although there is no reservation at this stage, the goal is to encourage guests to choose you.
4. Loyalty
Once a guest has booked accommodation at your property, the process doesn't end here. Keeping them loyal is important. Remind them why you're the best, offer the best possible support and content that shows you care. That is the aim of establishing long-term connections.
Finally, it should be emphasized that when creating a successful customer journey, it is necessary to focus on providing personalized experiences at all touchpoints.