RELAIS & CHATEAUX

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

DIGITAL LANDSCAPE

Attractive website with pictures, and a suiting background display (white color in majority)

Eight different languagesFrench

English

Spanish

German

Italian Portuguese

Japonese Chines

e

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…)

SOCIAL MEDIA PRESENCE

Facebook (50 000 Fans)

Twitter (15 500 followers)

Pinterest

Newsletter

RELAIS & CHATEAUXAPPLICATIONS

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

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

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

CONCLUSIONRelais & 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

THANK YOU FOR

LISTENING