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Two Emotions You Need to Master for Repeat Booking Success
There are two key emotions that ebb and flow during the booking journey. This is how to master them.
Chris Bowling
March 24, 2025 • Estimated Reading Time: 7 minutes
Welcome back to another edition of The Hotel Hype.
This week, I would like to revisit a concept I learned about at a conference a few years back. The event was The Digital Travel Marketing Conference in 2023, where I was the chair for the morning events, and the speaker was Patrick Öqvist.
It was an interesting talk, but the main lesson I took away was about how two key emotions play a crucial role in the customer booking journey.
If you can master these two things, your bookings will increase, and your repeat bookings will dramatically rise.
These two emotions are excitement and anxiety.
During the booking journey, these two emotions are at odds and cause conflicts for customers. How you handle these will impact your booking success.
Key Journey Stages
Here is how they impact customers at different stages of the journey:
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