Even me, a guy who eats, sleeps, and breathes technology, can’t argue that high-touch, human elements are essential in the hospitality industry. But in our fast-paced digital world, hospitality could use help in delivering quick solutions for their customers. When you mix personalization with high-tech efficiency, omni-channel hospitality can be achieved.
Shoppers at Washington Mall needed help finding their way around. LiveWire incorporated interactive maps with touch-screen software to make way-finding way-easier. Digital directories and multi-tiered menu boards make the process intuitive for customers. Alerting shoppers to special offers or events adds a personal touch.
Foxwoods Resorts Casino needed an efficient way to help customers keep track of their rewards. LiveWire’s kiosks incorporate Foxwoods’ reward system with their Casino Management System to deliver enhanced customer service without long lines.
Retail giant REI came to LiveWire to make purchasing ski tickets easy. Ticketing kiosks with touch-screen software and LiveWire’s eConcierge system were installed in stores to help customers find and purchase tickets at popular ski destinations around the country.
The Stratosphere Casino needed a way to make tickets available anytime for their night owl customers. They installed a self-service payment kiosk available 24/7 and incorporated remote monitoring software to make sure it never runs out of correct change.
The Holiday Inn installed a virtual concierge to answer common customer questions like “what are the best restaurants in town?” or “what can I do for fun?” LiveWire’s eConcierge kiosk software allows local businesses to share their information with interested customers. Guests can find exactly what they need, faster and more accurately than a concierge behind the desk can. The eConcierge kiosk also allows guests to print information and coupons.
These examples show that the real key to combining high-tech and high-touch is to maintain personal elements. One final example comes from Haydn Zugs, a fine dining restaurant. They wanted to make it easy for customers to purchase gift certificates without traveling out to the restaurant’s rural location. They installed a LiveWire kiosk at a local shopping mall that could be monitored remotely, in real-time, and saw gift certificate sales skyrocket. The best part? The kiosk incorporates Haydn Zugs’ colonial branding and rustic design, maintaining its unique personality and identity.
With customer-centric technologies growing in popularity, omni-channel hospitality is becoming a reality. What high-tech and high-touch technologies have you experienced?