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Today, we're diving into an area that truly deserves our attention but often gets overlooked – ‘Touchpoints’ - the numerous interactions within your guest’s journey. When we're deep in the hustle and bustle of hosting and managing, we can easily miss fleeting yet meaningful moments that make up a guest's complete experience.
📋 Chapters!
00:00 How Many Guest Touchpoints Do You Have With Your Guest:Optimizing Your guest Touchpoints/Communication Touchpoints to Master Before, During, and After Your Guests’ Stay
02:20 Introduction and background to Tyann Marcink and Touch Stay.
05:50 What are touch points and how do they influence guest experience and brand perception?
11:06 What is the importance of guest avatars in setting up messaging for guest experience?
12:41 What are the different touchpoints and how do they cater to different communication styles and love languages?
14:13 What are some examples of guest touch points that occur before, during, and after a stay and how can they be optimized to improve the guest experience?
17:33 What are pre-stay hotel guest touchpoints?
21:17 How can you create personalized email sequences for different types of properties?
24:10 How can you leverage technology to manage and improve guest touchpoints?
26:24 Is it better to communicate with guests over text or email?
27:12 What kind of SMS messages should you send guests, and how do messages improve guest experience?
30:17 What are the important touchpoints during the guest's stay?
31:35 Should you ask your guests open-ended or closed-ended questions about their stay?
33:27 What are the important touchpoints after the guest's stay?
35:00 What are some great tools for automating communication with guests?
37:29 How do you manage and monitor your communication workflows and systems for your properties?
38:41 How can you measure the effectiveness of your guest touch points in the guest journey?
#guesttouchpoints #touchstay #bookdirect
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