For business owners, customers have always been a priority. However, so many tasks demand their attention and time that the main blood of the business often gets neglected. But guest satisfaction and increased retention cannot be underestimated.
Brands must be on top of their game at all times when it comes to customer services and support. If not, the businesses will be facing the risk of losing the essence of their operation. When clients take their money elsewhere, the business is bound to fail.
So, improving guest satisfaction and increasing retention is one of the best ways to keep your business organization afloat.
Thankfully, there are many ways you can improve guest satisfaction and retention in the modern business world. Whether you are in the hospitality sector, production and delivery department, or just a small business organization, the following are processes to improve guest satisfaction and increase customer retention.
Improve response time
It’s vital that all needs of your guests are addressed professionally, directly, and timely. In fact, the timely aspect is very important, especially in the hospitality sector. Clients and customers know that there can be issues with their demands or needs. However, what they will frown at is a lack of commitment or a slow response to such needs.
As a large organization, it’s important to have a dedicated customer service professional. However, even if your business doesn’t have such a department, it’s necessary to check regularly and attend to situations on time.
One way to keep things running smoothly in this aspect is to dedicate 30 minutes daily to check and respond to all inboxes. You can add this time to your calendar as a reminder to make sure that another issue doesn’t take off your time for this.
A chatbot is a great way to maintain a quick response time for guests’ inquiries, especially if you’re getting similar questions and feedback from them. While chatbot was often meant for large business organizations in the past, it is now available on Facebook and many other website-builder platforms, allowing you to create and manage your chatbot.
Provide smooth guests experiences for both B2B and B2C
We cannot overstate the importance of customer experience, given the number of options they have to get what they need. This means any business without the right commitments to deliver a seamless experience will lose their clients and customers to those who can.
Whether it’s one-time or repeat visits, guests always want the same seamless experience. That is why many businesses are investing in delivering smart omnichannel experiences, so your business shouldn’t be left out.
Businesses, whether small or large, should use automation like RPA and artificial intelligence (AI) at certain journey points where customers have desired self-service or automation. When businesses work from customers’ or guests’ expressed desires, it will be easier to define a winning customer experience strategy and gain more ROI via automation.
Reward repeat guests
Rewarding repeat guests is another great way to improve satisfaction and retention. But maintaining loyalty is increasingly becoming more difficult in today’s competitive market. For this reason, hoteliers and other businesses need to use strategies that offer rewards to repeat guests.
You could design a loyalty program that the guests will appreciate. While loyalty programs are designed to show customers that the business appreciates their patronage, not all the programs provide the desired result. So, any business needs to design a program that matches its customers’ needs and adds value.
A discounted stay or free night doesn’t always have the desired result because it could take a long time before the individual can cash in on their rewards.
Businesses need to mix up their offerings, and include rewards the customers can redeem immediately. Additionally, it’s vital that you recognize the guests by name when they arrive, which makes things less formal. Individuals are bound by friendship, and the ideal way to create such an environment is to recognize your guests personally when they visit for the second time. This will make them feel you appreciate their patronage, providing an avenue for them to visit again.
Provide unique services
If you are operating services that require guests to stay on your property, you should make your service unique. Provide things that will make them want to come back after visiting for the first time.
For example, during the winter, you can have a commercial golf simulator setup for some of your guests who love playing golf. It will come in handy at a restaurant or bar to entertain your guests. One good thing about an indoor golf simulator is the fact that it does a good job of keeping your guests entertained without necessarily taking up much space.
There are other extra services you can include in the property to make your offer unique and different from other options. These rare services will draw most of them to your property. Have special services you offer for each season of the year, and you will increase your customer retention to a large extent.
Provide multiple communication channels
Communication in any business is very important for guest satisfaction and increased retention. Different guests and customers have their prepared methods of reaching out for the service they require. Some may want to reach you through voice calls while others may prefer texting. On the other hand, some guests or customers may prefer reaching out via FB messenger. So, it’s important to provide different communication channels.
This is a win-win situation as the business organization maximizes operating efficiencies while the guests receive more personalized service.
Some businesses are experimenting with voice and text requests. But it’s always good to mix everything. This way, you will give the guests more opportunities to reach the business with their queries and requests.
Voice and texts are already revolutionizing domestic technology, from cars to kitchen devices to mobile devices. It has also impacted other industries by ensuring a more flexible and faster guest experience.
Make metrics manageable
One of the major challenges in guest satisfaction and retention is finding out whether the guests or customers are satisfied and would want to stick around. To determine this, you can adopt several metrics. Some of the metrics may not be useful for your particular organization, so it’s vital to select what works for your situation. Also, some of the metrics can be utilized at the departmental level and channeled to the general metric.
Two of the most common and effective methods are Customer Satisfaction (CSAT) and Net Promoter Score (NPS). These are not too difficult to understand by everyone as they follow simple techniques. When used alone, they can provide a realistic picture of customer experience and how they can improve regularly. There are other metrics a business can adopt for different departments these include Customer Lifetime Value (CLV), Customer Retention Cost (CRC) as well as Customer Effort.
With these metrics, you can manage how your business performs when it comes to guest satisfaction and retention. While this may not be a direct strategy to improve results, it will help businesses determine whether they need to do more to increase retention.
Monitor social media
The business landscape has changed over the years. Guests and customers spend more time now on social media than on other online places. As a result, businesses should keep an eye on their social media accounts. They should monitor and respond to private messages and comments, whether neutral, negative, or positive. It’s not enough to respond, but how long it took you to respond also matters.
If you are active and respond to questions or comments on your social media page, the customers would feel that their opinion also matters. It can also help you gain first-time guests.
Act upon feedback
It’s not enough to collect feedback from guests. It’s also important to act upon them swiftly.
Based on the feedback collected, businesses can collect pain points and set up strategies based on the data collected. After solving the issues, the business must explain to the guests or customers how similar issues were solved. But they should use the right medium to send the message, through emails, tweets, or by letting the guest know the next time they visit.
Guest satisfaction and retention are vital to the success of any business. It’s a great way to measure the growth of the business, so it’s important to solve the issues in these areas sooner than later.
Every business strives to grow in the number of customers they have. This makes it very important to provide the right service and environment to keep your customers after providing the initial service. Yes, marketing will give you first-time guests but you will need more than marketing to increase retention. The frequent interaction with the customers and how a business responds to their needs will determine how many of its customers will come back for more patronage. The methods above can come in handy for business organizations that want to maximize their guest/customer satisfaction and retention potential.
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About the author:
Nifty Golf Content Team consists of many sports enthusiasts who are specialized in content marketing. They love researching, writing, exploring, and playing outdoor sports, especially golf. They are working with and under the supervision of experts to produce authentic content that satisfies the quest for information raised by web users on a regular basis.