In this post pandemic-era, there is no doubt that the megatrends for the new year will center around healthier and ‘cleaner’, more sustainable, premium and socially responsible products in line with the mantras – good for me, good for the planet – and quality over quantity.
EHL Group's CEO, Markus Venzin, opens this hospitality industry report by asking the poignant question: How can hospitality reposition itself as an attractive, tech-savvy, sustainable and innovative sector in the face of today’s shifting times and changing customer needs? This is, he says, a recurring question after a few tough years where many old, ‘safe’ industry assumptions were turned on their head.
What are the latest trends in the hospitality industry? Circumstances over the past few years have triggered a transformation within the hospitality industry. Many businesses didn't survive, others adapted swiftly and hung on in there, and some were born out of the chaos that ensued with innovative concepts tailored to our new normal.
Why is asking for customer feedback so important and how can it be done to enhance the customer journey? The findings of a recent research project answer these questions that are vital to the success of any business, especially one based on hedonic experiences like the hospitality sector. This article summarizes five best practices grounded in consumer psychology research that businesses should consider when inviting customers to leave feedback on hospitality experiences.