Empowering Hotels through Guest Personalization & Consumer Insights
According to Hotel 2020: The Personalization Paradox, IBM reports that personalization of a hotel’s guest experience will be “the one and only feature which will help the industry survive.” Of course, personalization addresses both the online and on-property experience.
Koridor believes that hotels must embrace personalization to not only stay competitive but identify new revenue streams. The reservation process is a key element of the overall customer experience that offers unprecedented opportunities to establish strong guest connections and loyalty.
Meet Dr. Helen Chun
Cornell University’s School of Hotel Administration
SC Johnson College of Business
Dr. Chun’s research centers on how service industries can track and enhance consumer behavior, and she is interested in the role emotions play in consumer experience. She notes that personalization is critical to a hotel’s long-term success and should begin before guests ever arrive on property.
Dr. Chun advises Koridor in consumer behavior insights, which enable MyRoom to deliver the highest possible degree of guest personalization.
Consumer Behavior Principles
Applied to influence outcomes
Dr. Chun notes that ”For many guests, looking forward to their upcoming vacation is part of the pleasure of the trip. Thus [hotels] want to make sure consumers take full pleasure in their anticipation. People who anticipate their future experience and are attentive to their current emotional state not only derive pleasure from anticipation but they are likely to end up enjoying the event more.”