Prepared for Christy K. | Delivered July 19, 2019
Business Traveler Customer Journey
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To understand the business traveler's customer journey, especially as it pertains to hotel apps.
Though slightly dated, a
by Think with Google is referred to in many
about the business traveler's decision-making process.
The Think with Google report offers customer profiles showing as many as
850 digital touchpoints
along the business traveler's consumer journey, with 4% of the online visits focused on accommodations.
by Global Business Travel Association (GBTA) found that 61% of business travelers had downloaded "at least on one of the seven major hotel chains’ apps on their smart phone." They primarily used these apps for checking reservations, managing reward points, or booking a hotel stay.
Marriott's hotel app
is among the most popular with business travelers.
of business travelers use hotel apps for booking a reservation.
promoted adoption of its HHonors loyalty program and app with the messaging, 'What’s good for us is good for you’.