Enhancing Hotel Offers through Customer Understanding and Loyalty Programs
Understanding Your Customer: The Key to Added Value
Adding value to your hotel's offerings begins with a deep understanding of your customers. It's crucial to appeal to them emotionally and establish a genuine connection by sharing your values and beliefs. This emotional engagement helps potential customers identify with your brand, making it more likely for them to book directly with your hotel.
The Importance of Caring for Customer Experience
When customers perceive that a hotel brand genuinely cares about making their holiday experience memorable, they are more inclined to book directly. Demonstrating concern for their experience helps establish trust and encourages direct bookings, which are more valuable to hotels.
Personalising Communication through Loyalty Programs
A loyalty program is an effective strategy for personalizing communication with customers. Such programs allow hotels to tailor messages, understand customer preferences, and meet expectations, enhancing the overall customer experience and fostering brand loyalty.
Building a Customer Database for Tailored Engagement
To support your loyalty program and better meet customer needs, it's essential to create a comprehensive customer database. This database, managed by your Customer Relationship Management (CRM) system, should contain detailed information about your customers to enable personalised engagement.
The Challenge of Gathering Customer Informations
Collecting detailed customer information is a challenge, especially when bookings come through Online Travel Agencies (OTAs) or tour operators, which typically provide minimal customer data. Analyzng the profile of direct bookers is vital for enriching your customer database and feeding your loyalty program with actionable insights.
Conclusion: The Power of Personalisation and Loyalty
Understanding your customers and implementing a loyalty program are powerful strategies for adding value to your hotel's offerings. By emotionally engaging with customers and personalizing communication, hotels can enhance the guest experience, encourage direct bookings, and ultimately build a loyal customer base.