A travel customer’s journey begins from the time they dream of going on a holiday. Their dream is ‘augmented’ when the hospitality sector promotes their brands on social media with alluring photographs and great copy or accompanying text which makes one want to go on this holiday at all costs. The next stage would be the ‘planning’ stage whereby they sit down and chalk out details of their upcoming holiday.
Travel, Social Media & Customer Engagement
Here, to push out your brand you’d need an appealing website, content with long-tail keywords, engaging content on your travel website, investment in pay-per-click advertisements etc. All these will tell the travel customer that you are the answer they are looking for. Booking their travel and stay would be the next step, and it is a no-brainer that all customers look for easy booking processes and not the prolonged or complicated ones. And lastly, the travel customer experiences the services you have offered. Want to use Sherlock AI in acquiring higher intent consumers? Drive up app installs, app engagements and user acquisition using Sherlock AI. See how it works here
As per Amadeus, the travel tech company, 90 % of the US travellers who have a smartphone share travel-related experiences and pictures on social media and even review the services they use. TripAdvisor has 390 million unique visitors and 435 million reviews. There is a lot of data on demographics and psychometrics of user behaviour collected by travel companies but what is needed is for them to analyze this wealth of data to their advantage to be able to target users effectively.
The voluminous data gathered by travel companies can be easily assessed with the help of AI based software. A great example of this has been set by the Dorchester Collection hotel headquartered in London. They use AI to analyze information such as customer reviews, feedback surveys, and online polls using its AI platform. They were able to understand that there was a lack of customer loyalty towards them and on the basis of this data they could come up with better strategies to tackle customers. Sarovar Hotels & Resorts also use cloud-based QMS for data analysis of guest feedback on various operational areas.
Sentiment Analysis Through Social Media
Sentiment Analysis comes handy in identifying and resolving customer grievances. Social Media comes handy in analyzing the mood or sentiment of the customer. They often use it to express their happiness or complaints about their travel and related experiences. If a customer expresses dissatisfaction about a cancelled flight on Social Media sites like twitter, an AI based tool can help the concerned company to get their act together whether it is in the form of a better communication system, discounts, free accomodation before the next flight or however they choose to remedy the situation at hand for a better customer experience.
Sentiment Analysis contains a number of steps including data retrieval, data extraction and selection, data pre-processing, feature extraction, topic detection, and data mining. The capacity for artificial intelligence to perform tasks that have traditionally required human cognitive function has made it especially useful for those in the travel industry, because deploying AI can save businesses time and money, while potentially eliminating human error and allowing tasks to be performed quickly, at any time of the day.
Most hotels and resorts rely heavily on delivering excellent customer service to build their reputation and AI technology can assist with this in a wide variety of different ways. For example, artificial intelligence can be used to improve personalization, tailor recommendations and guarantee fast response times, even in the absence of staff. The key advantage of artificial intelligence in this particular field is its ability to sort through huge amounts of data quickly and accurately, where the equivalent for humans would take significantly more time and potentially contain more errors.
The Dorchester Collection hotel, for instance, has used AI to sort through customer feedback from surveys, reviews and online polls, in order to build a clearer picture of current opinion, in real-time.
With such powerful tools at hand, the travel industry is poised to flourish. Want to explore how Sherlock AI can help your business? Write to us [email protected]
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