1. WHAT FACTORS ARE DRIVING
SERVICE CHANGES
BOGLIETTI LAURA
TIFFANY BLAIS
MBA2B
Here we go!.....

2. News expectations from the
customers….
- New customers habits which evolve at the same time than
the market environment.
- Customers nowadays want more quality and the best service
ever!
- Customers want more and more, and especially more than what
they already had.

3. The key factors of service changes...
- A LOT OF COMPETITON WITHIN THE MARKET:
Each hotel needs to get the best competitive advantage in order to
face the new creativity or originality of the competitors. Hotels
have to be creative and original before their competitors. That’s
the key element!
- THE NEW TECHNOLOGY!
We can talk about a DIGITAL REVOLUTION and invasion on the
hospitality market which completely changed the relationship
between customers and hotels: a new “way” to “re”think the hotel
industry, the marketing and the customers/hotel relationships.

4. The key factors (to be continued…)
- A appropriate “financial environment”:
New balance needs to be create between human and capital.
- Think “innovative”:
Customers are getting more and more demanding! How to deal with that? Then, the
best solution is to offer them always more and more by being innovative and creative
in order to satisfy them all the time: hotels have to create value, through intangible
assets (not only through material...but both). Hotels have to think about tangible and
especially INTANGIBLE ASSETS.
- Think “human quality”:

5. Key words:
- Focus on customer requests and desires
- Think about “speed” to satisfy their requests, so think “DIGITAL
REVOLUTION”
- Personalized service: creativity, special relationship with the customers…
- Added value, all the time, to go above customers biggest expectations. (in
order to increase guests loyalty)

6. CONCLUSION
CREATIVITY, EXCLUSIVITY, SPEED AS A “HOTEL RACE”,
CUSTOMER FOCUS, PERSONNALIZED SERVICE, DIGITAL
STRATEGY TO CREATE A NEW TYPE OF RELATIONSHIP
BETWEEN HOTELS AND CUSTOMERS….nowadays, represent
the new success factor!