Strategic analysis and recommendations to enhance online booking experience for leisure travellers through customer journey optimisation
Client: European Hotel Chain
Category: Consultancy
Problem:
A leading European luxury hotel chain, needed to increase revenue from leisure travel segments through their website but lacked understanding of modern leisure traveller behaviour and online booking preferences.
Solution:
Conducted comprehensive research analysing leisure traveller journey stages from inspiration to post-travel memories. Benchmarked competitor strategies across Marriott, Hilton, Starwood, and Hyatt. Identified key opportunities in providing travel inspiration, enhancing information gathering, and leveraging social media.
Outcome:
Delivered actionable recommendations including implementing mood-based hotel matching, developing destination guides, creating virtual hotel tours, and establishing social media communities to capture and share travel memories, positioning the chain to better compete in the digital marketplace.