customer journey

bước 1

• making a definite reservation and receiving confirmation

• using facilities in the hotel

• making an initial search for hotels in the area (e.g. on the Internet)

• arriving at the hotel and checking in

bước 2

• arriving at the hotel and checking in

• making an initial search for hotels in the area (e.g. on the Internet)

• making a definite reservation and receiving confirmation

• making an initial enquiry to the chosen hotel (e.g. by phone or email)

bước 3

• making an initial enquiry to the chosen hotel (e.g. by phone or email)

• making an initial search for hotels in the area (e.g. on the Internet)

• arriving at the hotel and checking in

• receiving information on the room and the facilities in the hotel (spoken or written)

bước 4

• asking for information during the stay

• arriving at the hotel and checking in

• making a definite reservation and receiving confirmation

• making an initial enquiry to the chosen hotel (e.g. by phone or email)

bước 5

• arriving at the hotel and checking in

• using facilities in the room

• asking for information during the stay

• using facilities in the hotel

bước 6

• using facilities in the hotel

• asking for information during the stay

• receiving information on the room and the facilities in the hotel (spoken or written)

• using facilities in the room

bước 7

• asking for information during the stay

• using facilities in the hotel

• making an initial enquiry to the chosen hotel (e.g. by phone or email)

• checking out and departure

bước 8

• using facilities in the hotel

• staying in touch / return visit

• checking out and departure

bước 9

• using facilities in the hotel

• asking for information during the stay

• staying in touch / return visit

• checking out and departure

bước 10

• checking out and departure

• staying in touch / return visit