Customer Engagement: The Key to Long-term Loyalty and Impact

Abstract

In today’s physically separated world of hospitality, engagement and interaction between hoteliers and guests are taking new forms but are still as critical as ever. In a series of studies using data from a well-known hotel chain and a customer feedback software company, we illustrate the long-term impacts of guest engagement. The results of these studies are the first to measure the impact of guest/hotel engagement upon guest satisfaction, loyalty and booking channel selection.