What airlines know that hotels don’tBy Gareth Dunlop
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.