4 Effective Ways Hotels Can Utilize Telephone Marketing Opportunities
By Mark Williamson CEO, PHMG | September 16, 2018
The customer is always right. And nowhere more so than in the hospitality industry where customer expectations are extremely high.
From remembering guest names to offering a glass of champagne on arrival, hoteliers have to be well-versed in the art of customer service and the small touches that make a big difference.
These extras can really make a difference to customer satisfaction, retention, recommendation and ultimately revenue.
But it's not just the face-to-face experience where customers should be made to feel appreciated. We live in a virtual and digital world which has transformed the customer journey beyond recognition. The telephone is often your company's first interaction with potential customers and should be treated as instrumental in converting leads into sales.
Whether they're calling to book a room or enquire about the price of a treatment in the hotel spa, a customer is immediately forging that all-important first impression of your brand. And we all know that first impressions last. And bad first impressions can destroy brands. Especially under the immediate and far–reaching spotlight of social media.
This becomes increasingly pertinent in the light of recent independent research which revealed that 59 percent of Americans will never buy from a company again if their first call isn't handled to expectations.