How to build customer loyalty in a hotel: 4 ways to boost it.

Your hotel is a tourism destination, and you want to convert your customers into loyal repeat customers. But, ensuring customer loyalty is not easy. With so many options for their next vacation, your customers are constantly reviewing, comparing, and shopping for their next great getaway.

So, how can you successfully cultivate loyal customers in your hotel? The following tips will help you improve your customer loyalty efforts and add to your bottom line in the process.

4 mind-blowing ways to boost customer loyalty in a hotel

Building customer loyalty in a hotel is complicated, but essential for any type of hotel business. Showing customers they are appreciated will give them the incentive to be repeat customers. Let’s dive into some of the different mind-blowing ways that will convert your one-time guests into guests who see your hotel as their “home away from home”.

1.  Focus on the customer experience

Have you ever booked a stay at a hotel where the experience was “meh”? We all have. Having an okay hotel stay experience is okay for one or two nights. But, it probably doesn’t make you want to book a stay at that hotel again, right?

The #1 way to get customers coming back to your hotel time and time again is by providing them with an unforgettable experience. This includes being attentive to their needs, having great amenities, a stable wifi connection, folding the towels a certain way, and more. It’s the small, unique touches that can send your hotel experience over the edge. And, your customer experience may be the sole deciding factor that will make a guest book a stay with you or your competitor.

2.  Establish a loyalty program

Another way to build customer loyalty in a hotel is by having a customer loyalty program. You may have seen large hotel brands that have their own branded credit cards with a point system that grants exclusive discounts and offers to credit cardholders. This makes holders of their cards more inclined to book a stay at one of their hotels or resorts as opposed to other large hotel brands. That’s why the credit card loyalty program has reaped success for many hotel brands across the globe.

Other loyalty program ideas include having a:

• WiFi loyalty program
• Paid subscription (fee-based) loyalty program
• Cash back loyalty program

As consumers, we love being rewarded for loyalty. That’s why establishing a great loyalty program with awesome perks is a proven way to build customer loyalty in a hotel and get your guests coming back to book additional stays with you.

Fun Fact: A loyal customer spends 67% more in their 31st to 36th month with a brand than in their first six months of the relationship.

3.  Don’t be afraid to get personal

In today’s digital era, and even more so if we are talking about how to build customer loyalty in a hotel, personalization is expected. One of the most important things you can do to boost your customer loyalty is to personalize your interactions with them. As a hotel customer, you expect businesses to remember special holidays (ex. birthdays), to use your first name in emails, or to give you special offers that are unique to your travel needs. Whether it’s a custom sign outside your hotel, a personalized welcome message on your website, or a personalized customer receipt, you want to make every detail as personal as possible for your guests.

4.  Automate your digital marketing efforts

Automating your digital marketing efforts is another way to ensure that your marketing is focused on driving customer loyalty for your hotel. Having a well-rounded marketing strategy means sending emails or posting to social media at the optimal times when people are checking their email or browsing online. It means sending out promotional codes when your customers make a purchase. And, it means sending follow-up communication after they visit your hotel.

These may seem like minor marketing tasks, but if you multiply these tasks by thousands of customers, you’ll realize how much time these efforts can cost you in the long run. By automating all of these marketing tasks, you will be able to save time and give your guests a reason to stay loyal to your hotel brand.

Delight your customers into repeat business

All in all, the best way to build customer loyalty in a hotel is to put your customers first. This can be easier said than done.

You should be asking yourself questions like:

• “What can our hotel business do better to delight guests?”
• “What special promotions should we offer during the off-season to get more guests to book another stay? “
• “Does our marketing messaging resonate with our guests?”

You can only foster a better connection with your guests once you put yourself in their shoes, look at the metrics, and find better ways to improve the overall customer experience. Delighting your past, present, and future customers should always be the goal, and by following the tips we highlighted above, you will be steps closer to build customer loyalty in a hotel and having more loyal customers.

Are you looking to improve your hotel brand’s online reputation and customer loyalty? Request a demo to see why our hotel lead generation platform is the key to get more guests through your doors.