Relais & Ch창teaux
Relais & Châteaux Network of independent hotels and restaurants all around the world 60 countries 5 continents It is an association governed by the law of 1901 520 members
Italian
Portuguese
DIGITAL LANDSCAPE Attractive website with pictures, and a suiting background display (white color in majority) Eight different languages
French English
Japonese Spanish
German
Chinese
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 & CHATEAUX applications
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
CONCLUSION Relais & 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
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