In recent years, technological advancements have given people access to a wide range of products and services that are fast, uncomplicated, and tailored to their needs. This has created consumers who don’t just want any ordinary product or service, but one that is tailored to their unique needs.
According to a Forbes survey, more than 85% of mobile marketers report higher engagement, revenue, and conversion success by utilizing personalization marketing tactics to make their business stand out in a sea of competitors.
To increase engagement and maximize your revenue, here are 3 basic ways you can generate a more personalized guest experience:
Implement Technology With Insight
With data on your customer base, you can easily see what marketing tactics work on them, what their preferences are and how they are enjoying your service or product. This information allows you to personalize the guest experience and conversations your staff has with your guests to avoid negative experiences.
With a platform like Loop®, you can additionally create and store detailed guest records, including: stay duration, room number, personal preferences etc., and organize them in individual guest profiles within your PMS or CRM. This makes it easy for managers or staff to create personalized notes about a guest, that other employees can reference to adjust the guest’s stay accordingly to ensure a positive impression. If your guest has mentioned they enjoy reading Vogue Magazine before bed, why not lay one out on their bed before they arrive? It’ll leave a lasting impression and a very happy guest.
Stay Active With Communication
Being available is a personalized guest experience touch that shows you value their feedback while also ensuring that you never miss an opportunity.
Whether you stay active with your communication by having kiosks around your lobby, an attendant on site 24/7, or by having communication options online that are always active, your guests should always have a means to connect. Ensuring the times you are active are aligned with the times your guests are active is an additional step to show you care about their preferences.
With a platform like Loop Pulse™, you can have a kiosk working in your front reception area 24/7 without taking breaks, ensuring no guest is left behind. You can additionally personalize the languages to specific locations on your property in order to fit the needs of your guest during a specific point of reference related to their stay.
Provide Multiple Guest Touch Points
Guests want to interact with your brand on their own terms. Whether through telephone, social media, email, or even text, providing your guests with personalized options to communicate shows them your appreciation for their preferences and their convenience. Having your guests needs met makes a personalized guest experience that further drives repeat business.
By adopting a platform like Loop, managing multiple channels is easy. With it, you have access to all of your channels in one unified platform. If they prefer texts, you can send them personalized text messages about their stay. For example, if your guest has a spa day booked, take the time to message them the day before and remind them of their appointment. It’ll ensure the guest shows up and also lets them know you care about the quality of their stay.
The impact of great customer service is profound. From building brand advocates to strengthening your online presence, to maximizing revenue, personalization is a tactic that your brand should be prioritizing.