At a time when customers are hyperconnected, from boutique hotels to large chains must find new ways to communicate with their guests and use these forms of contact to optimize their travel experiences. Here we present three ideas of relationship through technology that hotels can implement.
1. Improve loyalty programs through SMS
According to data from Accenture Interactive, people who are members of loyalty programs generate between 12 and 18% more income than those who are not.
Loyalty programs are common in the hotel industry: customers can often become members of “elite” or “platinum” clubs, earn points and qualify for attractive benefits. But it’s not just about points and gifts: add value to your customers by offering timely updates and personalized content through text messaging.
Think of clients who visit your hotel regularly. They want everything to be as fast as possible, with the greatest customization and with the shortest waiting time. Offering customers of the loyalty program the option to receive a text message when their preferred room is ready for check-in will reassure them and allow them to better plan their day. Also let them know how the weather will be in the city before your trip or tell them if there will be any serious mobility problems in the city so they can plan better.
2. Focus on personalized communication: start using the API
Personalized communication is key to keeping modern consumers engaged. Connecting your system to a communications platform through API will allow you to easily address customers by name with content that fits your needs. For example, for Mauricio, a loyal customer who eats daily in the hotel restaurant, he can try to send a message that says something like this:
“Dear Mauricio, thank you for staying at our hotel. Show this message to any staff member between 6 and 8 pm and you will get a free cocktail! ”
3. Use a chatbot to offer support at any time
Business Insider predicts that 80% of companies will have chatbots by 2020. The hospitality and travel sectors are among the first users of chatbots to improve the customer experience. To be more effective, a chatbot must be intuitive to interact and have valuable information to offer with quick access. Working as a virtual host will help you reduce costs and improve the effectiveness of the service.
The hospitality industry needs to prepare to implement technologies that not only facilitate processes but also generate user satisfaction and improve the way they communicate with it. Next year is your opportunity to accept these new challenges, invest in innovation and begin to build customer loyalty with communication campaigns closer to your customers.