A Strategy to Redesign the Guest Relationship

In these times of information overload, relevant content is becoming ever more precious. In fact, relevant content (content that is meaningful to the person concerned in a specific context) enables service providers to create deeper relationships with their customers, communicate relevant messages, stay in touch with them over time and make them loyal to their brand.

However, to make this mechanism work, brand operators need to remain in full control of the content that they provide, i.e. what it is, when and how it is delivered, and to whom.

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