The rise of digital and mobile and its impact on commerce has given consumers more information, and consequently more power, than ever before, as well as an ever-increasing expectation for instant gratification.
Marketing experts have dubbed this mass-consumer evolution happening right before our eyes “The Age of Assistance,” and adapting to it is currently one of the greatest challenges marketers face, in virtually all commercial industries.
The hotel business is no exception, and in some ways, is at the forefront of this metamorphosis.
In the past, consumers undertook greater effort to research expensive and/or important purchases, like homes, cars, major appliances, etc. But nowadays, experts say all kinds of purchases are being researched online, regardless of size, making online authority crucial for companies, as customers move through each stage of the sales funnel without salespeople (or human travel agents) involved.
The hotel business is particularly entrenched in this revolution, since traveling has always been a research/planning-heavy purchase, and there are more resources than ever at your guest’s fingertips.
In a recent article in Forbes, well-known author, Brian Solis points out that: “In the age of assistance, consumers are now relying on what they find in mobile-first “micro-moments” to help them take the next step. They’re seeking utility, information, direction and not classical marketing.”
“I refer to this new generation of mobile, connected customers as “accidental narcissists.” It’s a term of endearment. Everything they want, they can have, in any moment. Literally, there’s an app for just about everything, consumers are plugged into an on-demand economy that delivers products, services, experiences, validation, gratification, et al., in the moment. This presents an opportunity (and a need) for marketers to become truly customer-, not marketing- or technology-, centric.”
So how do hotel marketers deal with this new age marketing scramble? How do we provide these “accidental narcissists” what they need to engage with our properties?
