retention
Fulfilment Campaigns
We provide hoteliers with the ability to say in touch with key customers at the touch of a button and with no additional cost. Our on-line database and CRM system has been specifically created for hotel loyalty and provides sophisticate profiling to capture the interest of all member types.
Using memberships gives the hotel the platform to offer their consumer the opportunity to opt-in to regular member communication in accordance with data protection. They can then capture as much information on its users with their usage as possible and draw upon to its own advantage.
The power of the database is almost limitless. As the hotel learns more about the users it can begin to offer products and services specifically for them. We aim to ensure we go that ‘extra mile’ for members and provide a professional and courteous service above perhaps that expected. We will both design and prompt for sales tools to offer to member segments. All retention and fulfilment campaigns are individual to the properties but as standard most campaigns include as minimum:
- Customised E-Commerce Solutions
- Welcome / Confirmation of Enrolment E-mails
- Birthday / Anniversary / Celebration E-mails
- Special and Last Minute Offers
- Customer Satisfaction Surveys
- Activations / activity e-mails
- Targeted promotional e-mails
- Monthly newsletters
- Renewal e-mails
- Advice e-mails (acknowledgement that vouchers have been sent that day etc)
Online Membership Services
Members are provided with access to their own personal pages relevant to their specific membership through the ‘hotel private labelled frontal site’. This means that once enrolled members can view information specific to their preferences, as well as information regarding the benefits they have still available, expiry date of their cards and their proximity to redeeming the next ‘reward’ benefit. This enables our hotels to provide a more personalised service increased fulfilment and maximise renewal rations.
As a minimum, members can input:
- Member preferences – e.g. favourite wines/ table locations/ restaurants/ cuisine/ dietary requirements etc)
- Personalise user name and password
- Make further recommendations
- Complete further member history / send member update information
- Request services and information
As a minimum, members can access:
- Manage their member bookings and send requests for rooms, functions and leisure treatments
- Membership Benefits Still Available / Already Redeemed
- Prompt to Earn Reward (dine once more and receive comp night stay)
- On-line Table Reservations
- Membership information and members only offers in a private and secure environment
Free-phone Customer Services
Our experienced team are the first port of call for members to acquire assistance, service complaints or issue solve via our free phone number. Fundamentals of the staff being pleasant, helpful and attentive are key but they are also trained and empowered to provide problem resolution and minimise any hotel related issues that have to be responded to by the property.
Training Services
A critical ingredient for customer retention is high quality service delivery. This relies on high quality performance from the hotel Front of House. Our internal marketing to the hotel is to ensure a downloadable turnkey operations guide for your staff so that they are fully aware, motivated and supported in running a loyalty scheme. This ensures staff are technically competent and able to handle service encounters.
