Accor mise sur la connaissance de ses clients

Accor's Innovative Customer Service Strategy

Understanding Accor's Approach to Customer Data

• Accor, a hotel group, utilizes customer data from online sources to enhance service quality. This includes gathering information from social media and review platforms.

• Upon arrival at an Accor hotel, guests may receive personalized services based on their preferences, such as reminders about sports events or tailored breakfast options.

• The initiative is driven by a startup named Victor and Charles, which has partnered with Accor to improve customer knowledge and engagement.

The Importance of Direct Bookings

• Accor aims to encourage direct bookings through its website rather than third-party platforms like Booking.com or Expedia, which charge commissions on reservations.

• By leveraging customer insights, Accor seeks to create a more personalized experience that incentivizes guests to book directly through their platform.