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16min chapter
Créer la meilleure Customer Experience - Anne-Laure Aumaitre (@Accor) - Conquête #45
Conquête
E-commerce et expérience client dans l'hôtellerie
Ce chapitre analyse l'impact du e-commerce sur l'hôtellerie, en mettant l'accent sur la distribution digitale et l'importance de la communication multicanale. Il traite également des défis de l'engagement des employés et de l'optimisation de l'expérience client, tout en examinant le modèle de franchise d'Accor dans le contexte post-Covid. Enfin, il aborde la personnalisation de l'expérience client et les stratégies de fidélisation tout en respectant les normes légales.
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