G É R A L D I N E C A R T I E R

Exercice 4Customer Discovery Path

A possible Customer discovery path for a hotel

• Go on Google search and read online stories about hotels• Consumer makes searchs on the web via Room Key• Engages in clicking on several hotel description • Goes to one website through RoomKey: Hotel.com• Look at the hotel’s pictures on pinterest + comments on

Tripadvisor• Go to YouTube and watch videos on the selected hotel• Ask friends what they thing about the hotel in publishing

a picture one one’s wall and a comment « Should i go there? »

• Get feedbacks and discuss it with friends online. • Go on the hotel ebsite and book online.

Digital Touchpoint for Customers engagement in Morgan hotels link

The digital Touchpoints are the Social Networks, being:

- Facebook

- Google+

- Twitter

- YouTube

- Pinterest

- Instagram

• Mail contact through a direct link availale on the home page

• Blog

• Possibility to create my own account.

Likely customer discovery path from that list

Go on the website home page Go on the Facebook page of the website and read the news

(potential offers..), like to get the news and promotions. Go back on the home page and enter a destination and a departure

day+ Select an hotel Enter the category of room you want Watch the price , view room details and price Go on YouTube to watch a video of the hotel Go on the Pinterest and watch the pics posted on the selected hotel Link my Google + to the website one to interact Send an email through the available link to get more informations

about the special offers for honeymooners (I am in Honeymoon) Post a message on my twitter « Any of you went there », « hat is

your impression »? Book online.