Secrets to Enhance Customer Service

  
Nowadays, successful hoteliers are realizing that they are in an industry of expectations management. Each traveler is looking for a different experience depending on their preferences and the purpose of their trip. In the competitive hotel market as we know it today, the key to success is finding a way to exceed customer expectations.
  

  
In the past, marketing focused mainly on the '4P': Product, Promotion, Price & Place. This legendary marketing law, while still interesting, is no longer as relevant as it used to be. The '4P' of marketing have evolved. Internet and social networks have had a huge impact on how marketers must now focus their efforts. The concept of '4P' has changed into '4E': experience, evangelism, exchange and 'everyplace' (everywhere). In the remainder of this article, we will see some examples of how hotel marketers can take advantage of this opportunity intelligently.
  ​ Allow employees to be leaders.



  
Today's choice of hotel and the decision-making process of travelers are more likely to be driven by the "experience" expected rather than by a 'product'-specific criterion. Travelers have expectations Specific for each trip and their expectations often change depending on the reason for the trip, the length of stay, etc. If hoteliers exceed customer expectations for a given holiday, many will share their positive experience by 'evangelising' it on TripAdvisor or on one of the +175 other OTAs and review sites that exist around the world. Feedback, whether positive or negative, influences other travelers, has an impact on rankings and rates that hoteliers may charge.
  ​ Here’s 5 secret Tips to maximise customer Experience to its fullest.


  
The concept of "price" has also evolved. It is less related to the amount of money that will have to be paid for a room, but rather to the experience that one expects depending on the hard earned money that consumers will have to "exchange" to get that experience. Studies have shown that some people were willing to pay up to 34% more for a room if they are convinced that the service / experience will exceed their expectations.
  
  
Although 'Location', or distribution, has evolved significantly with the growth of OTAs, it is important for hotel marketers to have in mind that all their properties will need a 'Everyplace' presence '(Everywhere) - across all relevant channels with excellent visual and written content. Given the above-mentioned 175 channels, hotel marketers face a significant challenge and must adjust their strategy accordingly to maximize ADR, occupancy and RevPAR.
  
It is therefore important to measure and obtain the opinions of customers. However, the real possibility lies in how hoteliers can improve the customer experience. The best results are obtained when all Guest Intelligence data is consolidated on a single, easy-to-use system with a common analysis base, and which enables the prioritization of operational and service improvements to be performed. By focusing not only on measures, but also on improvement, and encompassing both customer feedback from surveys and online review sites, hotels will have a Which guests liked and did not like during their experience at the hotel.
  
  
  
Organizations that take part in this culture change by deciding to refocus their attention on the client are achieving remarkable results by improving the experience of the traveler. The most successful hotel marketing specialists have adapted to this industry evolution and have fully understood the implications and opportunities of '4E'.
  

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