Posted on : 2023-12-24 20:38:01
Article : Good morning Monday management solution for TASK 273- To enhance customer loyalty through personalised experiences Hospitality industry is one of the best examples
Personalisation is of paramount importance in many industries, especially in the hospitality sector. It enables businesses to tailor experiences and services to meet the unique needs and preferences of individual customers, leading to enhanced customer satisfaction and loyalty. The concept of personalisation in marketing dates back to the 1990s. However, merely targeting customers based on manual segmentation or personalising a message using their name is no longer sufficient. With technological advancements, particularly in machine learning (ML) techniques and the growing utilisation of artificial intelligence (AI), marketing activities can now be highly individualized and personalised.
The hospitality industry thrives on providing customers with experiences designed around their preferences. Imagine walking into a hotel room and finding a note with your name on it beside a plate of your favourite food. As you open it, the note details all the hotel amenities and suggests dishes similar to the one in front of you. The hotel even went the extra mile to recommend local attractions that align with your interests. Sounds like a dream, doesn’t it?
Once customer interaction, product or service rating and customer demographic data is gathered with the help of ML or AI, the next step is to develop profiles to gain a better understanding of individual preferences, behaviours, and their relationship with your business. While customised communication is prevalent in today’s marketing strategies, it’s essential not to overlook it. Utilise customer preferences to suggest personalised dining options, activities or even local experiences. The collected data can also inform the design of marketing campaigns that align with individual customer profiles.
Tailored services are an excellent way to make your customers feel like royalty. Offering choices in bedding, room amenities, room temperature, lighting or entertainment based on past stay data can greatly enhance their experience. Real-time personalisation allows you to customise a customer’s journey during their stay by suggesting local attractions or events. An omnichannel approach can be incredibly valuable here. Personalise the survey after the stay to encourage completion and gather more data from your customers. Your communication should not end when your guest leaves the hotel or restaurant. Remind customers of your services and regularly update customer profiles to ensure ongoing customisation. Adapt your strategies based on evolving market trends. All of this can be managed through a AI based customer loyalty management programme that achieves through Four pillars like Loyalty management: Data analytics: Marketing automation: Omnichannel marketing applications.
End point-In today’s dynamic hospitality landscape, personalised experiences can elevate a good hotel stay to a great one. More and more consumers expect brands to understand their preferences and be thoughtful, driving the industry to give their guests what they crave. Tailoring services and creating the ideal experience are key ingredients in increasing customer loyalty. Leverage technologies such as ML or AI in marketing efforts for personalization and create the trip of a lifetime. This aspect of loyalty applies to all other business sectors, its only the brand marketers has to customize to his business profile.
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