Create the best online and offline customer experience

customer experience

Let’s get phygital, phygital. I wanna get phygital….. Today’s opportunity is all about giving power to the Customer to customize the customer experience through the blend of physical and digital. Love a bit of 80s pop also which this word reminds me of Olivia Newton-John ☺

In hospitality, while booking online where you want to stay is nothing new, booking what you’re going to do and eat is. The last thing you want is to book a holiday to turn up and find you can’t take part in the activities you want to. 

A few great examples of enabling personalisation and maximising revenue generation I’d call out are One Journey Journey Hospitality ecommerce platform, and Center Parcs enabling pre-book activities and meals.

Are there any great examples you have seen? In Retail, I like how Charlotte Tilbury Beauty magic mirror using augmented reality in their stores to overlay your make-up without touching your face.

As Steve Jobs said, you need to start with the customer experience. Customers, don’t delineate between digital and physical. If it’s a great idea that makes their experience better and more enjoyable, that’s all that matters.

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But creating guest loyalty shouldn’t be the remit of just one person. Everyone should be involved. It’s not just about sending out emails with discounts, it’s about embedding ideas that make people remember your hotel and love it.