The hotel industry is a fast-growing sector thanks to increasing global disposable incomes. In fact, direct spending on leisure travel by domestic and international travelers totaled $792.4 billion in 2019. However, the industry is not without its challenges. Covid-19 spelled a setback for many hotels and the constant rise of hotel aggregators threatens to take away customers. Other areas of concern for hotels include changing guest expectations owing to the rising millennial population, and irregular cash flows because of unsold inventory during off-season.
To rise above these challenges, you have to stay on top of mind of customers at all times. For this, hotel owners should continuously engage with their customers - providing them with tailor-made discounts and offers, besides information on new launches and expansion in new locations.These elements are absolutely key to building your loyalty program.
In order to initiate a personalized engagement with your customers, you must understand your customers better than your competition. A good hotel CRM can get prospects to think about you and deepens your relationship with them, compelling them to come back to you again and again.
With competition on the rise, customer acquisition is a struggle for hotels. Among other things, they need to capture the details of all their potential customers across multiple channels so as to get more leads. Freshsales automatically captures hotel booking inquiries from live chat, email, and web forms.
The hotel CRM also:
Knowing your customers is key to gaining their trust. Understanding their needs to improve their experience will help you earn their loyalty. Freshsales provides a 360-degree view of your guest information. This includes their pageviews and interaction on your website, conversation history, and the sales activities performed by your agent — all in neat chronological order. With the highlights card, you can get insights on modules or integrations. The summary section gives you key information on the contact.
To keep your customers at the heart of your business, it's not just enough to manage them. You have to also determine who are the most frequent and most valued customers, and develop those relationships. An important value proposition for hospitality industries is turning one-time customers into repeat customers. Keep customers engaged with effective, personalized communication to improve customer retention. With Freshsales, your sales teams can send relevant messages to prospects based on their inquiries, preferences, and position in the buying cycle.
According to research by Accenture, 89% of customers get frustrated because they need to repeat their issues to multiple representatives. A hotel CRM software like Freshsales easily solves this problem by integrating it with customer support software. Your sales teams can address the inquiries of guests in the shortest time possible.
Hotel CRM software can simplify complicated data into visual reports. You will be able to see historic booking channels, lengths of stays, cancellation patterns, prices paid, etc., in different seasons.
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