What are the itinerary and contact points of hotel consumers?

The journey map of hotel consumers refers to the whole process of customers before and after purchasing hotel services, including their needs, doubts, decisions and experiences. Contact point is the key point for customers to interact with hotel brands or services. These contact information may come from various channels of the hotel, such as official website, WeChat and telephone.

By understanding and analyzing the customer's itinerary map, the hotel can better understand the customer's needs and expectations, thus providing more accurate and personalized services. At the same time, the hotel improves the customer experience and brand image by setting and optimizing the key contact points in the customer purchase journey, thus improving customer satisfaction and loyalty.