In any kind of business, maintaining existing customers with loyalty programs is one of the main goals of the company. One might wonder: why? Well, because it has been proved that searching for new customers costs more than maintaining old ones. The same rule applies in the hotel industry. Customer loyalty is something that accommodation providers are trying to earn via various loyalty programs and special offers.
Next time, I will go through the best practices for turning first-time hotel guests into loyal guests. But the important thing to remember is this: once a guest arrives at your hotel, your goal is to make sure that he comes again. Naturally, you should work on attracting new guests on a daily basis, but still, the main focus of your hotel strategic plan should be about creating effective loyalty programs and maintaining hotel guest relationships with existing guests. And don’t forget - knowing your exact hotel guest profile, will help you in hotel segmentation strategies!