A Loyal customer is one that keeps coming back. They represent your brand by sharing stories, posts, and recommendations. Focusing your resources on making sure a customer is more than just a temporary guest can have big benefits. People tend to return to the places they are most comfortable. They steer away from those that remind them of receptionist that was too curt with their request for an extended check out time. If you want to grow you’re going to need more than a nice room and a mint on the pillow.
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Value Them
In technical terms, we’re talking about customer lifetime value (CLV). How much will this customer be worth throughout their lifetime of transactions? If you play your cards right, this could mean a lifetime of return visits. If you’re located in a popular business location or a vacation spot where guests will return, you better follow these rules for making sure your customers are loyal.
Customer Service on the next level
It seems people have an eidetic memory when it comes to the slightly bad or extremely over-the-top good. Unfortunately, a bad experience can crop up if your bellhop is having a bad day An amazing customer experience takes work… But whether your talking about good press or growing revenue, it’s worth it. Here’s how to take the next step to ensure a remarkable experience, and create a loyal customer.
Be sure to have staff cultured and ready to make guests happy. If a guest looks like their having a bad time, this will be your moment to shine or be cast into the chasm of 1 star review catharsis. Going above and beyond could mean the occasional room upgrade. There are costs for everything, but the cost of not taking the step above may result in your competitors getting their next visit.
Under the Influence
Recently there was a post about an online influencer who requested a free room. The response was aggressive and popularized, but from a marketing standpoint not the best for business. Certainly, the harsh rebuke caught momentum, but rarely do public scathings pan out for the poster. They result in bad reviews, angry customers, and less rooms filled at the end of the day. Be open to customer requests, they are only trying to enjoy their experience under your roof and go home with a story to tell.
Themed events, take your pic
It’s that time of year!… It’s always some time of year to celebrate a new theme. Decorations and displays make for some great scenery and photographs that are sure to pop-up on Facebook, Instagram, and the like. But when it comes to setting up entertainment, don’t go shorthanded. The more photos and posts pouring out of your guests are free advertising that makes an impression on audiences.
Online Reminders
Now that you have done everything you can to show to ensure your guests walked away with a story tell, the next step is to remind them. Remarket, remarket, remarket. Banner advertising, Video Advertising, and utilizing cross-device targeting are crucial.
What loyal customers mean for business:
Referrals
The single most powerful lead in any business comes from a quality referral from a trusted source. Lucky for the Hotel industry, “Where did you stay” makes the cut for top questions when it comes to travel tales. You’ll want to make sure the guest that stayed at your location has a good story to share.
Free Social Media
Click, Post, Share, and grow. If you’re location is a place to be for popular concerts, or serves as a venue for large events, be sure to incentivize and remind guests to share their content with great scenery and architecture to show-off online.
Brand Reputation
Luxury and decadence are not always the only way to get people talking about your brand. If you have a niche, run with it. Showcase some personality so you can be known as the place to go for the astounding architecture or the newly discovered basement arcade bar.
Marketing for a great hotel starts with a great campaign. We’re here to show you just how to make one.
The post Creating Loyal Guests: How Your Hotel Can Keep Them Coming Back appeared first on PEPPER GANG.
