Customer Decision Journey
The customer decision journey changed with all the social media and mobile devices or new.technologies who's given to consumers an unprecedented power to compare prices, complain loudly, and find the best deals. The balance of power in favor of consumers has been evident for many years right now. The consumer takes an advantage with the technology to evaluate all the product and service existing. The feedback loop is today an important part of the decision journey because the consumer has the possibility to evaluate the product or service just after purchased. It is a new power for him to make a pressure on all of brands to deliver a perfect experience. If not, the consumer has the possibility to judge and post on all social media his feeling of the service or product who is bought. We now believe the consumer decision journey needs updating for hoteliers. In the past few years, hoteliers have been investing in new technologi...
