Exercice 3Customer discovery path-

mini case study,

ARTIGNY GERALDINE

Step1: Receiveinformation

• Word of mouth

• Newsletter

• Friend’s recomandation on social networks

Step2: Reservationpreparation

•Go online , search on google the website hotel

•Get pratical informations (location, virtual visit, hotel’s description…)

•Consult Trip advisor to get people’s opinion

•See more pictures of the hotel on Flickr

•Go on the FB page or Twitter and share your last discovery with your friend as to say: « does anybody already know this hotel? What do you think about it ? »

Step3: Reservation

• You can go now, directly on the hotel website and book thanks to the booking tool present there,

• or you can go on booking hotel for the reservation,

Discovery path for an hotel

Digital touchpoints for Customers

engagement on Roger smith hotel

Twitter ( feedback tool present on the site)

Facebook

Google+

Online subscribtion

Booking engine tool

Blogs(x2)

Youtube

Flikr

Foursquare

RS community blogs

Receiveinformation

• Get a friend’s recomandation on Facebook

Resevationpreparation

•Research on google rogersmith.com

•Visit the website and get pratical informations

•Make a first booking research to get prices

•Subscribe online for potential offers and promotions

•Go Flikr and admire photo of hotel events

•Go on the facebook page to know more about the hotel’s community and collect people feelings

•Read article on RS blogs and get the actualities of the hotel

•Consult youtube to visualize the global atmosphere of the hotel

Book the hotel

•Go back on the website, book online

•check-in @RSHotel with Foursquare , and get a drink for free