Social Proof - The New Referral Engine

Is Your Product or Service Out Where the Customer Hangs Out?

By S. Lakshmi Narasimhan Founder, Ignite Insight LLC | November 01, 2015

Businesses strive to keep afloat by ensuring that the revenue graph does not undergo too many dips and falls. However, this is easier said than done. When the inexorable laws of the business cycle take over, not much can be done. This, however, does not stop businesses from an effort to make the dips shallower. This is done in one major way by garnering repeat business.

Repeat Business

Repeat business is an antidote to many revenue-based woes. For one, it ensures that customers are kept happy which is the reason why they come back.

Secondly, repeat business takes less effort on the part of businesses because customers have already bought into the products and services, which they offer and now patronize without much additional marketing. Finally, and this is where the bottom line effect can be seen, repeat business costs less since major additional marketing need not be unleashed.

It is the objective of most businesses to keep customers coming back. However, the key question is: how can repeat business strategy be executed effectively?

Traditional Referrals

Choose a Social Network!

The social network you are looking for is not available.

Close

Hotel Newswire Headlines Feed  

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.