By Ahmad Kheir, director of digital and e-commerce, Five Hotels and Resorts.
The hospitality industry was one of the last adopters of digital and e-commerce strategies, compared with other industries, which has led to a gap in customer satisfaction and expectations. However, the occurrence of Covid-19 was one of the key factors that pushed the industry to adapt, modernise and digitalise its processes and tactics to fit in with the new normal.
For many hospitality entities, traditional advertising can feel like a hit-or-miss process. Carefully crafted messages sometimes fall short without a clear reason and potential customers don’t connect with the advertisements in a way that encourages them to
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