Technology and Social Media enabled Real-time Service Management in Hospitality and Tourism
Seminar Details Please note to attend this session you MUST be registered to attend WTM on MONDAY 7 NOVEMBER. IFITT is hosting a workshop at WTM to discuss Technology and Social Media enabled Real-time Service Management in Hospitality and Tourism and will be chaired by Professor Dimitrios Buhalis and Professor Andrew Frew. There are major developments on this area which boosted by Context Based Services are expected to have major impacts in customer service and also in tourism marketing.The hospitality and tourism Industry is changing fast and the pressure to compete for customers on a global scale is increasing constantly. At the same time consumers’ needs are changing quickly and their demands are getting more complex and sophisticated. Moreover, by embracing social media tools and real-time communication over the Internet consumers are more empowered than ever before. Hence, companies don’t have the luxury responding and adapting over long periods of time any more. Valuable brands have to tackle this challenge. Success or failure of service offerings depends more and more on their agility, flexibility and the competitive speed at which they react to the dynamic needs of customers. This requires a real-time understanding and awareness of consumers’ preferences and needs. KLM recently used social media channels such as Foursquare, Facebook and Twitter to provide customers an unforgettable service delight and Marriott is using Twitter to proactively solve customer complaints. These are only two of many examples how tourism and hospitality companies become more responsive, adaptive and dynamic towards their customers through real time communication and information. Marketing and operations leaders need to understand what strategic tools and techniques are available for them to embrace their customers. This event will gather experts to explore how the design, delivery and recovery of services in tourism and hospitality is becoming more and more real-time. - Understand the importance of real-time communication and information for service design, delivery and management - Learn how to embrace real-time for preventing and recovering from service failures - How does real-time allow your organisation to give agile and flexible responses to dynamically changing customer needs. Please note to attend this session you MUST be registered to attend WTM on MONDAY 7 NOVEMBER. |
No comments:
Post a Comment