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COVID-19: The new customer journey | Buy a test from this hotel company

Hospitality urged to embrace new customer journey According to the latest research from HSMAI Europe that came out of a recent webinar, more than three quarters of the company’s membership surveyed believe that customer experience, rather than profitability, will be a core focus for the rest of 2020 and 2021. Other research highlights include: •   43% of respondents stated that guests will only stay again at hotels if there are strict coronavirus guidelines. As part of the customer journey, establishing, implementing, communicating and executing protocols to ensure safe and hygienic experiences should be guaranteed. •   29% of respondents believe that…
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