Relais & chateaux
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Transcript of Relais & chateaux
RELAIS & CHATEAUX
RELAIS & CHATEAUX Network of independant hotels and
restaurants all around the world
60 countries
5 continents
It is an association governed by the law of 1901
520 members
DIGITAL LANDSCAPE
Attractive website with pictures, and a suiting background display (white color in majority)
Eight different languagesFrench
English
Spanish
German
Italian Portuguese
Japonese Chines
e
DECISION CUSTOMER JOURNEY Loads of informations but
well organized
Map with all locations
According to the goal of the trip, people can be advised in their booking (Honey moon, wedding, family trip…)
SOCIAL MEDIA PRESENCE
Facebook (50 000 Fans)
Twitter (15 500 followers)
Newsletter
RELAIS & CHATEAUXAPPLICATIONS
The guest can download 3 kinds of application to book :
Ipad application
Iphone application
Android application
QR Code
Free applications with 15 000 visuals and 300 videos
CUSTOMER RATINGS
Multiple partnerships :
Link to the apple store and google play
There are direct links to facebook & twitter to evaluate the number of fans following the brand
The quality of the user experience is quiet good but there is room for improvement
IMPROVEMENTS No customers’ feedbacks on the
general website
Today, the sustainable issues is important, but on the website there is no informations about that
Lack of informations about their current news
No follow up of the guests : no guest history
CONCLUSIONRelais & Chateaux group seems to have
understood the importance of digital interaction
They try to always keep connected with their customers
However they could optimize their guest relation experience by being more involved in process such as creating fidelity program
THANK YOU FOR
LISTENING