Loyalty is Dead Long Live Loyalty – was declared by Sales Force CEO Marc Benioff.Maybe the loyalty programs are the things of the past, but earned loyalty is the glue that keeps your customers and guests coming back time after time.There is a difference between guest satisfaction and guest loyalty-
- The ideas was that loyalty as a program is dead.
- Treated with respect, and when things don’t get right. Most important is the problem is fixed with no delay and and a small token is extended. (Example. Stay in a hotel in Barcelona.
- In the hotel I was privileged to manage in Phuket Island we had majority of the guest that came back year after year. We did not have a loyalty program for points or upgrades. What we did was taking close notes what guest likes and dislikes. Our staff had a remarkable ability to develop relations with guest and being curious found out what was important to the guest.
- It was the small things that meant to the guest, same room, bath robes with embroidered initials waiting for their arrival.
Guest Satisfaction
- Arrival experience
- Room and Service is as promised
- It is like dating getting to know each other.
- It is up to you take this relationship to the next level.
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Guest Loyalty
- There is a relationship with a person in the hotel.
- Guest is made feel they are part of the family.
- Loyal guest give feedback, rather than leaving and swearing on Tripadvisor or booking.com
- Trust is very important.
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How do you develop loyalty. You will need to earn it over and over again.
- Take time with guest, that is why 80/20 rule works. 80% time in public with guest.
- The Oriental Bangkok GM had an ability be in public when it mattered.
- Invite for a drink to have a chat to listen and to get to know the guest..
- Do a little bit more.— When you upgrade do not upgrade to next category but to the biggest suite if it is vacant. If you upgrade to the next level it will be something they expect every time
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