1. Camille JEAN
rogersmith

2. Possible customer discovery path

3. Customer engagement points
 Inspiration: social engine, social media,word of mouth
 Discovery official website:communication with other
consummers, get information about ranking and customers
comment on trip advisor
 Planning: hotel events
 Booking: booking apps, online conciergerie,
smartphone/tablet

5. Customer engagement process
 Book online
 Sign up free for newsletter
 Online video
 Interactive online calendar of the group’s events

6. Customer Engagement Process
- The List: according to city: must see, eat, shop, bars &
nightlife
- Culture
- Hotel events
- Inside stories: about different hotels of the group
= Lots of information at the customer’s disposal

7. Decision making process
 Inspiration
- Get informed on social media
- Rankings & comments
 Planning
- Possibility to contact and get information
- Upload brochures
- Consulting calendar of events

8.  Discovery
- Attractive website
- Online videos
- Subscribe to newsletter

9.  Booking
- Online booking
- Contact with reservation departement through phone to check twice
 During stay
- Using online conciergerie
- Sharing experience on social media ie. Photos on Instagram & Pinterest
 After stay
- Stay updated with Google Plus & newsletter
- Get advantage by joining other social media groups
- Join social media to share experience & comment/rank=belong to
Morgans community