Behind each
business, there is
always the action of
selling a product and
its market demand,
the exchange of
money and goods,
and the exact
moment when a
customer’s needs or
wishes are met and
they gain possession
of the product.
This process could
never happen in
Hotel Industry
where the product
sold is untouchable,
subjective and
ephemeral.
When customers
purchase your
“product”, what they
are really purchasing
is an experience, the
value that derives
from the satisfying,
profitable, service
provided to them.
For services
companies, in
fact, managing
the customer’s
experience is a
critical component of
most any successful
strategy.
Customer
expectations run
higher and higher and
the hotel industry
has found that
Technology might
provide the means
to overcoming this
challenge, to fulfil
every guest’s needs
and attract ne w
clients.
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