The hospitality industry is overcrowded with options such as comparison websites and online research for a guest to find the best deals to suit their needs in seconds. Tailoring a personal approach towards your guest could mean the difference between keeping a loyal customer or losing one to a competitor.
With technology, hotels can not only reach out to potential guests via integrated and direct platforms of their preference, but also maintain constant communication with a guest during their stay. According to the Boston Consulting Group, “brands that create personalized experiences by integrating advanced digital technologies and proprietary data for customers are seeing revenue increase by 6% to 10%—two to three times faster than those that don’t.”
We’ve considered 3 marketing strategies that are beneficial for hotels to implement and build upon:
Enabling AI chatbots during the pre-booking process
During a potential guest booking process, hoteliers can attract the right consumer by creating more customized offers and advertisements, such as family deals or business offers. In an American Express study, “85% of respondents of all ages thought that customized itineraries were much more desirable than general, mass-market offerings,” this can not only boost hotels bookings, but also help create a bond between the hotel and guest through the catering of personal needs.
It’s vital to ensure the booking process is as smooth and simple as possible to avoid potential customers opting out halfway and turning to a competitor. By implementing chat bots into the pre-booking process, hoteliers can keep in constant contact with customers, providing immediate attention to difficulties they may face. “Enabling chat feature on your hotel’s website can increase your conversions by 45%” says Chatbots Magazine in an October 2017 article. This is due to chat features reducing communicative frustrations often associated with hotel servicing. Timely responses enable potential guests to feel more secure in placing a direct booking.
