The Best Ways for Hoteliers
to Improve Customer Experience
If you are a hotelier, then your customer is the lifeblood of your work. Your hotel’s profitability and long-term success directly rely upon the customer service you provide. When most consider the customer experience, they are likely to focus on the direct and in-person interaction you have with your guests. There’s nothing wrong with that, but it’s important to consider that in actual fact, the customer experience starts way before a guest even sets foot on the premises. To ensure you are always providing the best customer service, you must consider the onsite and off-site customer experience.
Use Customer Relationship Management Software
Customer relationship management software, CRM for short, is an approach to customer service that uses customer data to improve retention rates and drive future growth by improving the customer experience. Using CRM for hotels is one of the best ways to enhance customer experience and foster loyalty. This software has such value due to its ability to provide you with all the information you need to personalize every communication you have with each customer.
Create a Memorable Experience
Creating a memorable experience for the guests at your hotel can be a hugely valuable enterprise, one that is sure to motivate guests to return repeatedly to your business. In fact, hotels that excel at creating memorable customer experiences, on average, achieve revenue gains of 5 to 10 percent, with cost reductions of 15 to 25 percent within two to three years. The way that you will choose to create a memorable experience for your customer will, of course, differ from hotel to hotel. To create a memorable customer experience, you do not need to necessary put on a lavish show or have striking décor. Still, rather you could choose to go above and beyond in the small but noticeable touches.
Remember Customer Preferences
The value of hotel CRM software illustrates the importance of personalizing the online customer interaction; however, there is no need for this level of personalization to stop when the customer reaches the hotel. Remembering a customer’s preferences, no matter how small, can be a great way of helping them feel contented, relaxed, and at home in your establishment. Some examples of guest preferences that can be remembered include whether they enjoy a tea of coffee in the morning and whether they have any allergies.
Invest in Eco-Friendly Technology
There has been a growing awareness over the last few years of travel’s environmental impacts, which has led to an increased demand for sustainability within the industry. A recent sustainability report conducted by Booking.com found that 70% of global travelers say that knowing their accommodation was eco-friendly would make them more likely to book, even if they weren’t specifically searching for a sustainable place to stay. Investing in green technology like LED lights and sustainable appliances is one of the best ways to stay up to date with this new, environmentally conscious traveler.
Treat Your Staff Well
No matter how successful your technology and pre-arrival interactions are, the customer experience you provide can only be as good as your least happy staff member. It is important to have well-trained and well-informed staff members, but they must care for and enjoy their work. After all, happiness is infectious, and a happy workforce will quickly create a happy customer.