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What airlines know that hotels don’t

What airlines know that hotels don’t

The idea that top customer tasks should dominate the home page is hardly revolutionary, so why are there still some industries that resolutely refuse to embrace the concept? Looking at the tourism sector, it is difficult to understand why the airline industry’s improved online performance hasn’t been embraced by the hotel sector.

In this post you’ll discover:

  • how airlines viewed websites in the bad old days
  • what they did to tackle their website problems
  • why the hotel booking experience is often painful, and
  • the two core tasks hotels need to focus on.

Read Gareth Dunlop’s thoughts on Why do airlines get it but hotels don’t?

By Gareth Dunlop

Gareth formed Fathom in 2011 and has been in the business of design performance for over two decades.

View more insights by Gareth

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