Marriott Travel Briantly

Webinar Assignment

Webinar: Connecting with Travelers to Drive Direct Booking & Loyalty
Presenter: Daniel E.Craig founder of Reknown
Link: Webinar
Slide deck: Slides

By attending this webinar I learned really important notions and tips on how to increase customers' loyalty. More and more people are now booking online by using travel agencies and OTAs that are not looking for customers' loyalty. So hoteliers now want to get back direct booking and guests' loyalty.
Here are the notions and tips given in the webinar that seems to me the most relevant and that need to be taken into account in order to drive direct booking and guests loyalty:
- focus on guest service that can't be done by online travel agencies
- create contacts as much as possible to drive loyalty
- mobile booking has double in the past year
- SMS communication has increased dramatically over voice communication
- it's essential to be close to the guests and engage communication
- use multiple forms of expressions
- extend personnal touch
- a better communication is synonymous of greater guest loyalty
- engage communication before the guest's arrival
- connect during the stay and ask guests how thay want to communicate
- use software that create widget on your website that gives to the customer the travel agencies' prices for the same chosen dates
The first benefits from attending the webinar is that you get precised information about a specific subject which is developped in details by someone who has great knowledges in the subject. Another benefit is that the webinar is interactive thanks to the slidedeck so you get more involved as if you were reading the same information in a book; it catches the attention of the audience.
If I had to organize a webinar I would use more visuals on the slidedeck and also some videos to illustrate the sayings.

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