Top News

💸 86% of consumers are willing to pay more for a superior customer experience, while 65% find it more decisive than effective advertising. Guy Kawasaki, an early Apple marketer, theorized customer enchantment in his 2011 book, focusing on three pillars: being likable, creating trust, and delivering the best products/services. French author Alexandre Dubarry added four secrets to enchantment in 2015. Companies like Nike and Netflix prioritize customer-centric strategies. Leaders in customer experience see revenue growth 14% higher than others, according to a 2016 Forrester report.

📝 The concept of Voice of the Customer (VoC) was first theorized in 1993, aiming to identify and prioritize customer needs to improve product and service quality. VoC programs include collecting and analyzing feedback, prioritizing actions, and tracking performance to enhance customer satisfaction. Key channels for VoC data include Google Business profiles, sector-specific review platforms like Tripadvisor, online directories like Pages Jaunes, social networks, company websites, and various communication vectors such as emails, calls, and chats. Customer satisfaction surveys are also essential for mass qualitative feedback. Tools like CRM and online reputation solutions, such as Guest Suite, are recommended for managing VoC strategies.

💳 Les passerelles de paiement sont essentielles pour la gestion des paiements numériques dans les établissements d’hébergement, assurant un environnement sécurisé et réduisant les risques de litiges. Elles doivent être conformes avec PCI-DSS, PSD2, et SCA pour garantir sécurité et fiabilité. Les frais varient et les hôteliers doivent évaluer la capacité de la passerelle à gérer les paiements, y compris en multi-devises, et son intégration avec le PMS. Zak de WuBook est un exemple de système de gestion hôtelier qui s'intègre avec des passerelles de paiement majeures pour une gestion fluidifiée des transactions.

💻 SNCF Connect & Tech received the Numérique Responsable label, committing to more sustainable and inclusive digital solutions. This recognition underlines their focus on environmentally responsible practices across all projects. They aim to reduce the digital sector's 3-4% global greenhouse gas emissions and prevent a potential 60% increase by 2040 through eco-design and user accessibility. In 2022, the former OUI.SNCF began efforts towards creating a less energy-consuming solution, conducting an audit with Greenspector.

🏥 L'Union des Métiers de l'Hôtellerie Restauration (UMIH) will hold its 72nd Congress from December 3-5, 2024, in Lyon, under the theme "Ici on innove!" The annual event brings together over 600 elected officials, business leaders, and trade unionists for three days. It will focus on technological advances, including artificial intelligence (AI) and its transformative impacts on the hospitality and restaurant industry, such as operational efficiency, personalized customer experiences, and optimized resource management. Philosopher Julia de Funès will close the first day.

🌍 Amadeus and Globetrender, predicting 2025 travel trends, foresee nostalgia-driven tourism with a rise in 'rosy retrospection' experiences. Air travel will be revolutionized by AI and VR, with personalized entertainment and high-speed Wi-Fi, like Starlink. Hotels become destinations themselves; Marriott's Edition Lake Como opens in 2025. Asia's travel market booms, with record inbound and outbound tourism expected. Growth in 'IRL' connections, indicated by a 15.6% increase in solo travel in 2023, counters digital burnout.

🏨 TRIBE has reached a milestone with 20 operational hotels globally and over 40 additional hotels in development. This brand, noted for its contemporary aesthetics and functional spaces, is expanding in major international cities from Medellín, Colombia, to Düsseldorf, Germany. TRIBE caters to both business and leisure travelers, focusing on practicality and design without superfluous details, while maintaining a strong value proposition. Accor's Mid-Scale and Economy Brands Director, Jean-Yves Minet, emphasizes the commitment to bold and unique experiences.

🏠 From October 1 to November 10, international air arrivals to Paris decreased by 4.4% from 2023, totaling 1.7 million. South Europe and Southeast Asia arrivals fell by 16% and 11% respectively, while arrivals from the Caribbean dropped 25% due to Hurricane Milton. However, North American, Middle Eastern, and Northeast Asian markets saw increases of 7%, 7%, and 19% respectively. During the Golden Week (September 25 to October 2, 2024), Chinese visitors to the Greater Paris metro area increased by 20.3% in overnight stays. French tourist overnight stays in the Metropolis rose by 11%, with overall attendance up by 8.8%.

📝 Tourism businesses should utilize customer review platforms like TripAdvisor and Verified Reviews, and create a 'Google My Business' profile for easy collection of reviews and improved search engine ranking. Social media, particularly Facebook's Reviews feature, is essential in a competitive, influence-driven market. Online reputation management is key, with social listening tools and AI like Fullwhere's innovative solutions aiding in monitoring and responding to customer feedback. Responding to negative comments with a professional demeanor can turn potentially damaging situations into positive outcomes. Encouraging satisfied customers to share their experiences can attract more customers, and fraudulent reviews should be reported and dealt with using specialized analysis tools.

⚡ ???? Google launches a test in Belgium, affecting online travel search results following the Digital Market Act (DMA) application in Europe. The test reintroduces the "10 blue links" display method for search results, reminiscent of early 2000 web navigation. This change, considered a potential self-sabotage or demonstration of DMA's flawed aspects by some, could significantly impact user experience and visibility for tourism professionals. The test also includes Germany and Estonia and removes features like maps and hotel results, reverting to a basic list of links, mainly OTAs. The test aims to address Google's dominance and could lead to a 30% decrease in direct booking clicks for hotels, as emphasized by Accor's CEO Sébastien Bazin. The European Union, which has been scrutinizing Google's compliance with DMA, awaits the outcomes of this demonstration, which may not lead to a peaceful resolution.