different platforms different devices and different messages reflecting the importance for hotels of being multi-channel

In today’s world, filled with technology and different alternatives, if you want to reach your customers and connect with them, you need to provide them with options. And this includes -and specially points towards- your communication.

NB: This is an article from Bookboost

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Instead of sticking to a single communication avenue, be it email or phone calls, businesses now have the flexibility to engage with their guests through a myriad of platforms. 

Whether it’s the familiar terrain of social media giants like Facebook and Instagram, the convenience of messaging apps like WhatsApp, or the instant responsiveness of a website’s live chat – the possibilities are endless.

But why? Is it worth it to spend time on more than one platform? The answer is yes. Not only from a brand perspective but also on the revenue angle. 

In simpler terms, it’s like giving guests multiple doors to knock on instead of just one. Some folks like to ring the email doorbell, while others prefer tapping on the social media window. By offering these options, businesses show they care about how their guests want to communicate (and buy). It’s like saying, “we’re here for you, wherever you feel most comfy talking”.

It shows that you care about guests

By adopting a multi-channel communication strategy, your brand will show that they value their guests’ preferences and are committed to providing excellent customer service. 

Guests appreciate when brands make an effort to communicate with them in a way that aligns with their personal preferences. This can contribute to a positive guest experience and enhance guest satisfaction.

For example, some guests may prefer to receive email updates regarding upcoming offers or promotions, while others may prefer to receive updates through WhatsApp. Some of them want to ask a question using Messenger while guests in other countries will use WeChat more. 

By offering both options, businesses show that they recognize and respect individual preferences, making guests feel valued and cared for.

You have more opportunities of being heard

It is clear that different guests have different habits and preferences when it comes to consuming information. If you only send out emails, you will miss out on the half of guests that don’t read emails and only check their WhatsApp messages.

By diversifying communication channels, your brand can reach a wider audience and ensure that their messages are seen and heard.

Guests have many options when it comes to choosing an accommodation. They are not the ones that have to adapt to your way of communicating. It is you who has to do it in order to gain their preference, their bookings and ultimately their loyalty.

Read the full article at Bookboost