Retain customers4

Business, Customer & Digital

AccorHotels engages with the customers in many different ways, in order

to build and feed a continuous relationship before, during, after, but also

between the stays. Our conviction is that relation drives transaction and

contributes to securing hotel s business and improving customer satisfaction

and retention. R

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WELCOMING

BOOKIN

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Personal Sp a ce

Customer care The customer care teams, served by John Paul, handles information requests and complaints relating to Le Club AccorHotels programme, ibis Business, Business Plus, AccorHotels Privileged Partners, bookings and stays in our hotels. They handle by telephone, email or social media.

A guest who takes time to complain can be a great opportunity to improve our Service. The Customer Voice is a gold mine. By listening to our customers, we will reach excellence.

Personalized relationships throughout the customer life cycle CRM database & segmentation (Customer Relationship Management) We have developed an automatic CRM programme that enables multi-channel (emails, in-app push and web banners) and personalized relationship throughout the customer s lifecycle. This increases hotels share of revenue and drives repeat business.

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