Customer experience has never been more important. Connected and empowered like never before, customers’ expectations have skyrocketed. As a result, businesses have begun to realize that personalized interactions are now all but required – most hotel marketers expect the customer experience to be their primary differentiator.
In the hospitality industry, especially, customer experience is everything. Hotels want to generate long-term customer loyalty, and it only takes one bad experience for customers to defect to competitors. For those that excel at creating memorable customer experiences, the rewards are clear. Such hotels can achieve revenue gains of 5 to 10 percent and cost reductions of 15 to 25 percent within two or three years.
The New Rules
As they walk in the hotel lobby, guests need to feel a wow factor, while also feeling welcomed and comfortable. Easy check-in and a warm welcome are key.
Ten years ago, customer experience was about comfort and cleanliness. Guests were satisfied with basic and clean creature comforts. But, these days you need to make an impression! Customers don’t want cookie-cutter cleanliness and comfort; they want character, technology, and affordability.
To meet those standards, the hotel needs to be modern and fresh. It needs digital signage and accessible online information. Instead of being super lavish, the lobby should be modern with warm details like coffee and wine bars, small gathering spaces with pillows and comfy couches, and of course, complimentary wi-fi.
Hotels now a days, need to think beyond the basics and get to know their customers better, and see what it will take to really wow them. Hotels need to survey their customers, find out what they want to see and improve customer experience to better appeal to them. Would guests like late check-out? Is the view important? Do they need a wake-up call?
It’s this focus on customer experience and remembering customer preferences that allows successful hotels to attract new guests and build lasting relationships with former guests who will never even think about staying at a competitor’s hotel. Even if the hotel isn’t a luxury hotel, they offer a five-star experience that guests will thoroughly enjoy and never forget. And the experience has to be consistent across all hotels within the brand.
Smart-hotel technology solutions provided by 4POWER enable these goals. Customer Visit Management & Service Delivery Solutions take care of the consistent, personalized and improved customer experience while at the hotel, whereas Self Service Machines provide a non-stop and no waiting business environment. Managed Services enable improvement in efficiencies and competitiveness with no capex.