Creating Customer Loyalty Through In-room Offerings
By Michael S. Wasik Chairman, CEO, Interim CFO, Roomlinx Inc. | July 12, 2010
LOYALTY: a sense of duty or devoted attachment to something or someone.
Most of us can think of at least a couple things and people to which we feel a sense of loyalty. Maybe you love your car and consistently purchase the same brand; you might have a local coffee shop that you support with your daily patronage; we feel loyal to our significant others, family and friends; we see loyalty demonstrated to us by our dogs, hopefully by our children, and by our customers.
Do you question whether your customers are loyal to your brand? Bringing customers back should be a top priority. Your hotel has already won your current guests over your competition for one reason or another. Hotels compete on price, location, amenities, service, and more. You can't change the location of your hotel, your prices have to stay competitive, your amenities and features are dependent on the demographic you are targeting, and high quality service is a must in the hospitality industry. What can you do to impress your guests and keep them coming back to you?
The Guestroom: An Untapped Source for Differentiation
The majority of your guests, while on-site at your property, spend most of their time in their guestroom. There are several ways you can enhance the guest experience, in a unique way, to make the most of their time in their room and get them to come back to your property the next time.
1. The Television: Take control of the most powerful in-room focal point
The television is the most powerful in-room focal point in the guestroom. 90% of guests turn on the TV throughout their stay, so take control and give guests what they want. Rather than blaring a series of ads and promotional messages, why not greet the guest with nice graphics, a welcome message and peaceful music? If you had complete control of the images the guest first sees when they turn on the TV, what would they be?