1. RELAIS & CHATEAUX

2. RELAIS & CHATEAUX
 Network of independant hotels and restaurants all
around the world
 60 countries
 5 continents
 It is an association governed by the law of 1901
 520 members

3. Italian
Portuguese
DIGITAL LANDSCAPE
 Attractive website with pictures, and a suiting
background display (white color in majority)
 Eight different languages
French
English
Japonese
Spanish
German
Chinese

4. DECISION CUSTOMER
JOURNEY
 Loads of informations but well
organized
Map with all locations
According to the goal of the trip,
people can be advised in their booking
(Honey moon, wedding, family trip…)

5. SOCIAL MEDIA PRESENCE
 Facebook (50 000 Fans)
 Twitter (15 500 followers)
 Pinterest
 Newsletter

6. RELAIS & CHATEAUX
APPLICATIONS
 The guest can download 3 kinds of application to book :
 Ipad application
 Iphone application
 Android application
 QR Code
 Free applications with 15 000 visuals and 300 videos

7. CUSTOMER RATINGS
 Multiple partnerships :
Link to the apple store and google play
 There are direct links to facebook & twitter to
evaluate the number of fans following the brand
 The quality of the user experience is quiet good but
there is room for improvement

8. IMPROVEMENTS
 No customers’ feedbacks on the general
website
 Today, the sustainable issues is important, but
on the website there is no informations about
that
 Lack of informations about their current news
 No follow up of the guests : no guest history

10. CONCLUSION
Relais & Chateaux group seems to have understood
the importance of digital interaction
They try to always keep connected with their
customers
However they could optimize their guest relation
experience by being more involved in process such as
creating fidelity program

11. THANK YOU FOR
LISTENING