Since many strategies arise based on the understanding customers' needs and wants, many hotels need to serve and maintain repeating customers by trying to understand them in first. If customers want convenience, give them convenience and in the way thay want it. If they want the to know more information about hotel, give them instantly.
Zhou (2004) states that "Please try to prevent customers from using the Internet is like trying to prevent a person from ordering french fries when they are at McDonald's". And she recommend some strategies to compete and succeed in the marketplace as following :
Issue 1 : Understand Customers
Strategies :
1. Use the existing customer database and analyse it for understanding customers' needs.
2. Ask any suggestions from customers what we can do for them to keep them as loyal customer.
Issue 2 : Convenience
Strategies :
1. Choose the appropriate Internet communication tools
2. Provide any information and link to other site that related to.
Issue 3 : Marketing of services
Strategies :
1. Change from product orientation to maketing(service) orientation
2. Add value to service
Issue 4 : Improve customer service
Strategies :
1. Present alternatives to people who are unhappy with customer service
2. Use the Internet to improve customer service.
Reference
Zhou, Z., 2004. E-Commerce and Information Technology in Hospitality and Tourism. New York: Thomson.
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I suggest that if we want to creat strategic plan in ICT to be effectively, we should try to understand what our target customers want. For example, if we approach on backpacker travellers who want an economy accommodation for temporary sleeping, we should create website associated with the unique hostel which has personal characteristic and be different from other in some way including,emphasize on economy.
ReplyDeleteThe plan of the hotel is very correct. Just need to adjust our target customers to be more points than this. Because when we plan will allow more efficient.
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