Content plays a critical role for Hotels today. Today’s modern traveler research content that fits into their journey. Hotels are now depending on dynamic and attractive content that adds value to their overall experience.

Customer Experience the new Loyalty Program alternative

We see more and more brands today that have discovered that Customer Experience is the real key driver of how content will impact their Social Media success or backslash.

From initial awareness of who you are, through to the ongoing relationship you develop, you need to be clear about where and how your Hotel’s content should impact customers.

We know that customers today seek experiences that are better and faster, and it’s up to Hotels to deliver this without jeopardizing their integrity.

Customers will abandon your Hotel in an instant if you fail to meet their heightened expectations for service and delivery.

Building relationships

As a result of Social Media customers now have access to an abundance of information about your Hotel with just a few clicks.

We also know that customers today want a deeper relationship with Hotels, one that goes far beyond the booking experience.

Content management helps Hotels build a new unique relationship with customers at all reference points in their journey.

The Hotel Content Funnel

Make no mistake about it. There’s a lot of value in having a content funnel. It will guide Hotels in setting customer expectations and determine the type of content to create, as well as the amount and types of resources that you’re going to devote to content.

Today’s customers hate to be sold to – but they LOVE to buy!

This is one key reason today that Social Media Hotels must know how to reverse engineer their goals.

“Where do I want to take my dream customers, and serve them at the highest level?”

With questions like this your Hotel can look at primary outcomes from Social Media like;

  • Brand awareness
  • Community engagement
  • Content distribution
  • Sales / Lead generation
  • Customer support
  • Amplification
  • Retention

Hotel Content Funnel Playbook

Here are some excerpts from the Playbook.

The Hotel Content Funnel

The Hotel Content Funnel

The Hotel Content Funnel

The Hotel Content Funnel

The Hotel Content Funnel

The Hotel Content Funnel

The Hotel Content Funnel

We are in this together!

I need to let you all know that we are in on this together.  If you need to vent, talk, cry, or just have some to talk with then I am here listening. Since I am working part-time at the local Kroger, I will to the best of my ability to work it out around my schedule.

But you can reach me here:


LinkedIn Profile

LinkedIn Page

Also, join us at our Facebook Group – Hotel Social Media Community

We will get through this unprecedented event together! #hotelstrong #hospitalitystrong

For any specific information on COVID-19, I recommend go to CDCWHOAHLAAAHOA, and HSMAI. Also, follow information from your local authorities.


We are starting to reopen some hotels again (Yay!!!). Make sure you follow their guidelines and say THANK YOU to those that now show a unique spirit to serve, and helps us all get through this!! #hotelstrong #hospitalitystrong

About Are Morch

Hi, I am Are Morch. Your Digital Marketing Coach and Customer Experience Expert specializes in creating effective digital customer experience offer for hotels while growing and scale customer acquisition and revenue.

Get more from Are on Facebook | Twitter | LinkedIn | Pinterest | InstagramPodcast