My hair dresser does it, the vet does it and even my supermarket does it. What am I talking about? They are all great at building a relationship with me, their customer.
Why is this important? It makes me feel valued, so builds loyalty, it keeps them in my mind so I’m more likely to come back or refer others to them, and it keeps me informed of things that might interest me, such as special offers or promotions. It makes the difference between simply knowing of them to liking them and most importantly trusting them, and ultimately more of my business.
So how it is that so few hotels, meeting venues or restaurants follow this example? Of the many places I visit whether for business or pleasure few really capitalise on all the opportunities that exist to build the customer relationship. If you want to know how to market a hotel this is probably one of the simplest tactics you can use to market a hotel.
Tomorrow we’ll talk about how to get the relationship started before they even arrive.
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