How to build a customer loyalty strategy
One of the greatest challenges facing the accommodation industry is the growing volume and pace of competition. Competition has allowed for increased choice and greater value for money for the customer. Quality of service and consistency of service has become key for accommodation owners to differentiate themselves. Loyal customers are much easier to up-sell to and they also provide great word of mouth promotion for your property. Building guest loyalty requires investment in all areas of service to retain profitable guests. There are a few easy ways to build lasting customer relationships that translate into a customer loyalty strategy.
Know your customer
Develop your brand with your customers in mind. People are loyal to brands they can relate to, and this is no different for the accommodation industry. If a guest has a positive association with your property, they are more likely to book with you when they return to your city or region. Be mindful of who your target market is, and develop your property’s branding according to them.
Once you know your customer, market to them accordingly
Marketing to different types of travellers differ vastly, so don’t use the same message to appeal to your entire guest database. For families you want to highlight the child-friendly activities in your area or on your property. Emphasise the ease of travel, and how stress-free booking with you will be. This may not be the same message you use to market to travellers seeking a high-energy, adventure-filled holiday.
Let your personality shine through
Potential and existing guests like to know who will be hosting them, and they will be interested in new improvements/features added to your property. Keep them updated through social media or via quarterly newsletters. Show off a bit of your personality when interacting and marketing to potential guests.
Providing a personalised guest experience will definitely encourage guest loyalty. Making your guest feel like a valued customer will create a memorable experience and keep you and your property front of mind when they choose to return to your region.
To summarise, you should know your customers and market to them with messages that will appeal to the type of traveller they are. Show off a bit of your personality, and make sure an exceptional guest experience is your priority. Your personality and the guest experience will set you apart from other accommodations. That coupled with the targeted marketing messages will help you build your customer loyalty strategy.
Subscribe to our newsletter
Other Blogs you may also like
Why Is Hotel Housekeeping Important for the Success of Your Hotel?
When most people think of hotel management, they think of front desk agents checking in guests, concierges assisting with directions and restaurant recommendations, and Bellhops lugging luggage up to guest rooms. But there’s one important group of hotel employees who are often overlooked: the housekeeping staff. While it’s true that the primary responsibility of the […]
Maximising Your Revenue: Dynamic Pricing Strategy For Airbnb
In the ever-evolving landscape of Airbnb hosting, staying ahead of the curve is crucial to maximising your earning potential. One way you can achieve this is by adopting a dynamic pricing strategy. This article will take you through the concept of dynamic pricing and how it can be utilised to increase your profits as an […]
9 Reasons Why Your Hotel Marketing Isn’t Working (+ How To Fix It)
Are you wondering why your hotel’s marketing efforts aren’t bringing in the bookings you want? It could be a number of things, but there are a few common mistakes that hotels make when it comes to their marketing strategies. In this article, we’ll discuss some mistakes to avoid and ways to improve your hotel marketing. […]
New Zealand Working Holiday Visa Changes Are a Win for Hospitality & Tourism
The New Zealand government has announced that it will be allowing an extra 12,000 working holidaymakers to enter the country in order to help businesses that have been hardest hit by the global worker shortage. The sectors that will benefit from this agreement include aged care, construction, meat processing, seafood, and tourism. Immigration Minister Michael […]
How to Set Seasonal Pricing For Your Hotel
Seasonal rates are special pricing strategies that property owners use to maximise revenue during high-demand periods. By understanding how to set seasonal rates, you can ensure that your property is rented at a price that meets your financial goals. Here’s what you need to know about seasonal rates, and how to set them for your […]
Fill Your Empty Rooms With Preno’s New Last Minute Pricing Tool
If you’re in the hospitality industry, you understand the pain of vacant rooms. Every empty room is lost revenue, and in a competitive market, it’s crucial to ensure maximum occupancy while maintaining reasonable rates. That’s why we’re excited to introduce Preno’s latest addition to our Dynamic Pricing suite: Last Minute Pricing. This proactive tool reviews […]