Engaging customers through a digital strategy can result in 40% higher guest loyalty rate and increase ROI by 564%
As the world goes mobile, more industries are communicating with clients through their preferred device. Hotels who include mobile strategies in their guest communication can enhance their guest services and increase loyalty.
Text messaging
Using text to communicate with guests has a lot of benefits. First, text doesn’t require an Internet connection, so if a guest is trying to reach you and doesn’t have access to the Web, they may still be able to send and receive a text.
Ideas:
Marketing. Text can be used to send offers to clients in your SMS loyalty club. Sending exclusive deals or letting them know about new hotel locations can help increase your bookings.
Welcome and thank you. Sending a text welcoming guests to the hotel with useful tips and advice like events happening during their stay or popular destinations can help orient a guest and make them feel welcome. Sending a thank-you text for choosing your hotel when a guest has checked out is a good way to end their stay by showing your appreciation for their business.
Apps
Using a native app gives hotels a variety of advantages:
Automate keyless check-in/check-out.
Enhance personalization. With hotels interacting with clients on so many different channels, it can be difficult to funnel all the data collected in each one into a complete guest profile. By having customers communicate through the app, all that data (messages, preferences, demographics, stay history, etc.) gets collected in one place to help hotels zero in on their customer profile, allowing them to offer more targeted and personalized services.
All your messaging in one place.
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