From Booking to Post Check-out: Navigating Digital Transformation to Address Hotel Pain Points — Photo by Are Morch, Digital Transformation Coach Pain points are a challenge for many hotels to maneuver around. And in many cases, hotels have developed a block towards these pain points or in some cases become blind towards them. In many cases, this has resulted in customers becoming numb to these pain points, and everyone has ended up accepting this as a norm. So how can you identify your customers’ pain points? And how do you know which ones are worth solving? To answer these questions, I use two different matrixes in context with each other. Utility Matrix for Hotels The utility matrix helps hotels identify significant pain points that need to be solved. Source: Are Morch, Digital Transformation Coach This matrix outlines the customer experience cycle. And hotels need to identify the pain points in each stage. Each stage entails very specific experiences. The insight generated from understanding the pain points within each stage will help hotels identify perceptions that detract customers from value and can be reversed. And it is essential to collaborate with employees, customers, and the community to get a good […]
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