More and more people are using multiple channels to interact with their peers. In 2021, there were approximately 3.09 billion mobile phone messaging app users worldwide, projected to grow to 3.51 billion by 2025*. Meanwhile, the main activities for which people use their phones are: messaging (47%),emailing (37%) andengaging with social media (29%)** Consequently, guest messaging has become a key element of the guest journey to create interaction, build engagement and maximize revenue. Since people are using those channels, how does guest messaging fit into the guest journey? What are the opportunities? Beyond the traditional experience Guest messaging allows you to reach out to your guests anywhere and at any time. This method helps you improve the guest’s experience and create a safe and private way of communicating with your property - for each individual guest's journey through every hotel touchpoint: Pre-arrivalOn-arrivalDuring the stayAt departurePost-stay Before looking at how guest messaging can enhance the main stage of the guest journey, there are 2 important questions we want to address: #1 Will leveraging
Article | How does Guest Messaging enhance the Guest Journey?
Posted on Jul 11
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