11 customer loyalty trends for 2011
Resume of the article
This article is about the new trends for 2011 to engage customers to our companies. With all this competition around us it's beginning to be more and more challeging to fidelize customers to our companies especially with the several demands and expectation we have to apply to. This article talks about 11 trends of customer engagement for next year:
First of all, loyalty is not just a program to companies have to create. It is a strategy in order to obtain a goal : building long-term relationships
Second, loyalty is more effective when focussing on emotions rather than rational events.
There is a huge correlation between customers and employees engagement. When employees are engaged towards the company and the work they do, guests (customers) will become loyal to that certain hotel.
Creating loyalty is about getting closer to the customers, understand what they want and what they need in order to answer to their expectations.
Customers want to be unique. The tendency is to serve the client more personally and make them feel important. Marketeers will have to look at the right moment to do their promotion in order to fidelize a maximum.
Engaging customers will be the most important task of 2011
The green tendency will be dominating. Customers will tend to choose hotels that are engaged in the environment
At last, next year there will be a huge tendency with facebook. Attract clients through facebook is the new generation.
Comments:
This article is most interesting especially when analysing the new tendencies for next year. When I look at the different hotels I worked for during the last few months, I have to say that creating customer loyalty is an important matter within a hotel.
The hotel industry has to find new ways to attract clients due to the high competition within the hotel chains. It is becoming more and more difficult as the market is little by little saturating. There is a huge amount of hotels that can be choosen and that is why it is challenging to make sure that your clients keep coming by being satisfied on service, quality and price level.
Seeing this article, everything is focussed on loyalty. Answer to the expectations of each clients is a full time job and if the employees are not working with passion and devotion there is no way that clients will stay loyal to our hotel.
Good job on a recap + comments. Just need to include a text link to the article.
ReplyDeleteIt is no doubt that in our society, winning the loyalty of the consumers is harder and harder. People see life as a big supermarket and when they do not like something or find something new, they just get rid off their old things or go and buy at our competitors. As the article stated and Cynthia highlighted, loyalty is not possible without the full support and devotion of the employees. Personnaly, I believe it is the more important factor to take into account. It is even more true in the hospitality sector, where service is a face to face experience and the clients directly confronted to the "representants" of the hotels. Only one bad souvenir in a hotel and all the hotels of the same brand may be affected (or even worse, the whole group!). The company will not lose only 1 guest: as we know, 1 insatisfied customer results in 10 lost customers. On the contrary, making 1 guest happy may bring 3 more guests to your business! We understand how important it is to work on the quality of service to improve your brand image and...profit. We are all aware of the turnover issues in the hotel industry and taking care of the staff is the first step to reach your goals: happy staff= happy guests= happy owners and investors!
ReplyDeleteThis article on customer loyalty is very intersting and indeed foster customer loyalty is a full time challenge. During my last internship in an international hotel chain, I have also experienced the importance of retention within the affiliate hotels. Indeed, for a hotel chain, it is important to foster loyalty of its members hotels, and this is not always very well understood. Besides bringing business to them, hoteliers need recognition, just like guests in a hotel need a personalized service. Customer loyalty is often an issue that is not taken care of as a priority for hoteliers, but I believe they should focus a lot more on finding ways to attract these clients again.
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