The travel and hospitality industries are booming—rates and occupancy are strong, brands are meeting revenue and profit goals, development pipelines are robust, and guest satisfaction is at (or near) record levels. Yet, managers face tremendous pressure to drive continued growth and profits in increasingly competitive and dynamic markets.
Sticking to the status quo just won’t cut it. The needs of today’s travelers continue to increase, and their expectations continue to evolve. If these expectations aren’t met, social customers will share their experience and choose a different brand or an alternative provider (e.g., Airbnb, HomeAway, and Uber) for their next trip. The stakes have never been higher.
Companies that will thrive in this new landscape are those that can develop and implement strategies to prioritize investments that leverage existing assets (e.g., brands and customers), tap into the power of new digital and mobile technologies, and refine messages and products to align with the unique needs of key customer segments, including seniors and Millennials.
Our dedicated Travel and Hospitality team helps leading brands including Hilton Worldwide, Avis Budget, and Celebrity Cruises prioritize investments and make smart decisions. Whether you’re looking to improve the customer experience, develop a new brand or service, identify high potential customer segments, or map the purchase journey, our team will harness decision-focused research, industry expertise, and advanced analytics to uncover the insights you need to compete and grow.