Customer Experience Management in Hospitality

Customer experience management in the hospitality industry involves understanding and meeting or exceeding guest expectations at every touchpoint, including pre-booking, arrival, stay, and departure, by providing tailored experiences, anticipating needs, and creating lasting memories to foster customer loyalty. Focusing on the importance of customer experience, this book provides insights into effective management strategies within the hospitality industry. It explores the entire customer journey, from pre-arrival to post-departure, and emphasizes the need for personalized and memorable experiences. The book discusses techniques for understanding customer expectations, managing complaints, and building brand loyalty. The book also discuss the role of technology, data analytics, and social media in enhancing customer experience and engagement.

Print ISBN: 9781682508947 | $ 160 | 2024 | Hardcover

Subject: Hospitality and Tourism

Editor: Pinaka Christopher

About the Editor: Pinaka Christopher, PhD, is a Chair Professor in the Hospitality Services Department, specializing in customer experience management in the hospitality industry. With extensive experience in the tourism and hospitality field, he has authored several successful books and written over 100 articles in top journals. His contributions have been recognized through national and international awards.