Capillary Technologies’ Post

Personalization is the key! In the world of hospitality, experiences play a crucial role in creating lasting memories for guests. While everyone may talk about the ideal guest experience, it's essential to recognize that not all experiences are created equal.  Edward Cohen Bruce Cohen Laura Lewis Jyll Brink Mildred Quiroz Rosemarie Larkin Perry Blankman Lynn Gray Hanlon Connect with us: https://lnkd.in/eeRrmqYQ #bocaterry #hospitality #personalization #guestexperience https://lnkd.in/etGNfkdK

A deeper dive into personalizizing guest experience in hospitality with the aim of building guest loyalty for your operation. “In luxury specifically, personalization needs to carry meaning. It provides an opportunity to engage at a deeper, more human level that triggers emotion; as well as being more genuine and authentic.” (Article by Suzanne Godfrey) #hospitality #travelandtourism #memorableguestexperiences #personalization

The latest research (The role of experiential familiarity in shaping hotel-chain competitiveness) we conducted with Jere Jokelainen, Erose Sthapit, and Brian Garrod sheds light on the pivotal role of experiential familiarity in shaping hotel-chain competitiveness. The research, involving 1016 Finnish leisure tourists, examines how previous stays at a hotel belonging to a specific chain influence guests' perceptions of the hotel's attributes and their subsequent behavioral intentions, such as word-of-mouth promotion and future purchase decisions. The study's findings underscore the importance of a select number of key attributes that significantly impact customer behavior and, consequently, a hotel chain's competitive stance. Key Managerial Implications: Invest in Key Attributes: Hotels should prioritize understanding and investing in attributes that significantly impact customer behavior. The study reveals that the competitiveness of hotel chains is influenced by a small set of key attributes, which vary across different chains. Understanding and enhancing these attributes can lead to increased guest satisfaction, loyalty, and advocacy. Leverage Marketing for Communication: It is crucial for hotel chains to effectively communicate their strengths in key attributes through targeted marketing efforts. By highlighting the attributes that resonate most with their customer base, hotels can attract more guests and encourage repeat visits. The first visit to a hotel chain is the most important visit from marketing perspective. Drive Revisit Intention and Word-of-Mouth Marketing: The study found that guests who had previously stayed at a hotel chain rated its attributes more highly than those who had not. This experiential familiarity significantly influences guests' intentions to return and recommend the hotel to others. Hotels should, therefore, focus on creating memorable experiences that encourage guests to become repeat customers and advocates for the brand. Customize Strategy for Different Chains: Hotel chains cater to distinct customer bases, each valuing different attributes. For instance, Lapland Hotels is favored for service and uniqueness, while Sokos Hotels are preferred for value for money and sustainability. Understanding and catering to these preferences can help hotel chains to better meet the needs of their guests and stand out in the competitive market. This research offers valuable insights for hotel chains aiming to enhance their competitiveness. By focusing on experiential familiarity and investing in key attributes that resonate with their target audience, hotel chains can improve guest satisfaction, encourage repeat visits, and generate positive word-of-mouth, thereby securing a stronger position in the competitive hospitality industry. See the comments for the full paper. #hospitality #marketing #hotels #hotelmarketing

The power of a warm welcome: creating memorable hospitality experiences What we should all remember in the hospitality industry is that we need to put people first. Our primary aim is taking care of customers and fulfilling their needs and expectations. What makes the services we provide memorable is when we are able to personalise them and make customers feel they are being treated exclusively. Hospitality organisations have the power to make emotional connections with their customers and this is an industry that depends on experiences and feelings, so it is super important to create long-lasting memories. And great first impressions that influence the customer experience. While providing value, tailoring services and making things easier for customers helps deliver a positive experience, what elevates things to the level of truly memorable is often the little details. For example, one Halloween I noticed a customer who was with their grandchild admiring our display, so I started chatting and asked the child what was their greatest wish. She replied: a purple unicorn. While they were out, I managed to find a toy purple unicorn, which I left in their room. This little gesture didn’t cost much, but it created an impression that has likely lasted ever since. What these emotional connections create is long-term engagement and loyal customers. This can lead to customers becoming advocates and ambassadors for your establishment, which can go a long way towards improving your bottom line. https://lnkd.in/e66gFfXb #news #pr #advertising #b2b #bannerad #magazine #newsletter #emailcampaigns #eat #drink #sleep #hotel #hospitality #bars #restaurants Les Roches

How Can Video Help Your Hospitality Business Stand Out? In today’s fast-paced digital world, video is the key to capturing attention and making an impact—especially in the hospitality industry. Here’s why every hotel, restaurant, or bar should be leveraging video: 🎥 Showcase Your Unique Experience From the ambiance of your space to the personalities of your staff, video lets you bring your brand to life. It’s the next best thing to being there in person. 📈 Boost Engagement & Drive Bookings Video content performs better than any other form of media on social platforms. More views, more shares, and more interactions lead directly to more bookings. 🌍 Reach a Global Audience With the right strategy, a well-produced video can attract local customers and international travelers alike, building buzz around your brand no matter where they are. 💡 Build Trust and Loyalty Client testimonials, behind-the-scenes tours, or showcasing your culinary delights creates transparency and builds a sense of trust with your audience, encouraging them to choose you over the competition. With that being said...have a great weekend all! #Hospitality #VideoMarketing #ContentStrategy #BusinessGrowth #VideoProduction #CustomerEngagement #LuxuryTravel #Videography #HospitalityMarketing

Off the back of my previous post and Mat Everitt’s comment (and most of social media) on hotel prices profiteering from the Oasis tour, I wondered how they could have handled things differently and still charged more for rooms:- 🕺🏻💃🏽 Put on a pre-gig party to get people in the mood before they head out 🚏🚌 Organise a free shuttle service to and from the venue 🧢👕 Put some Oasis merchandise in the room on arrival 🍻 Treat customers to a free bar 💛 Give back in loyalty points for next stay ALL of these ideas (assuming the hotels are full and customers have paid through the nose) would serve to:- 1. make the hotels some extra coin by selling ‘value’ 2. build customer and brand loyalty 3. attract new customer cohorts to their brand 4. prevent customers from laying into you on socials 5. set your brand apart from the competition Come on guys, it’s tough out there for consumers already….

Experiential leisure is a hugely influential sector that is expanding rapidly within the UK hospitality industry and worldwide. For the first time, Propel has produced a report on this exciting sector that explores the latest research, examines its market potential and includes a detailed analysis on more than 190 companies. 🎯 What does the report contain? 🎯 The report’s introduction sets out the history and current meaning of experiential leisure and examines the latest research – including key geographical areas for expansion in the UK. It also explores the current market and provides insight into future trends such as outlets that offer a combination of concepts. It provides a detailed list of UK Experiential Leisure companies including key staff, Companies House information and number of sites, it has more than: 🎯 190 companies 🎯 3,500 sites 🎯 35,000 word report Read the report The report will be released on Thursday, 1 August at 9am and is available for £595 plus vat. Existing Premium Club Members can receive it on Thursday, 1 August at 9am for £395 plus vat. Premium Club members will receive the report for free on Tuesday, 10 September at 9am. 👉 Email kai.kirkman@propelinfo.com today to sign up. Find out more about Proper Premium Club membership: https://lnkd.in/dC94JciW

Q. Can you share a specific example of a successful marketing strategy that leveraged outstanding customer service in the hospitality sector? A. One exemplary case of a successful marketing strategy leveraging outstanding customer service in the hospitality sector is the "Customer Appreciation Week" organized by The Burbank Hotel. During this week-long event, the hotel went above and beyond to express gratitude to its guests, providing complimentary upgrades, personalized welcome amenities, and exclusive access to special events. The hotel encouraged guests to share their experiences on social media using a dedicated hashtag, creating a buzz online. The management also actively engaged with guests, responding to comments, and expressing appreciation for their loyalty. This not only enhanced the customer experience but also turned satisfied guests into brand advocates. The marketing team strategically captured moments of delight, creating visually appealing content for the hotel's website and social media channels. They compiled positive guest testimonials into a promotional video that highlighted the exceptional service and experiences offered during Customer Appreciation Week. As a result, the hotel saw a significant increase in online reviews, with many new guests expressing interest in booking after discovering the positive experiences shared by others. The success of this marketing strategy demonstrated how investing in customer service initiatives could translate into tangible marketing outcomes for the hospitality industry. #hospitalitymarketing

🌟 Exciting Read Alert for Hospitality Professionals! 🌟 Are you looking to boost your upselling strategies and enhance guest experiences within your hospitality business? We've got just the article for you: "Maximizing Upsell Opportunities in Hospitality Through Enhanced Guest Awareness and Digital Tools." This insightful piece dives deep into the art of identifying and leveraging upsell opportunities by increasing guest awareness and utilizing cutting-edge digital tools. It's a must-read for anyone in the hospitality industry aiming to elevate their service offerings and drive revenue growth. Learn how to: Understand your guests' needs and preferences for tailored service. Implement digital tools that make upselling seamless and efficient. Strategically position your upsell offers to maximize acceptance rates. Whether you're a hotel manager, a restaurateur, or involved in any service-oriented role within the hospitality sector, this article provides valuable techniques and insights to help you thrive in today's competitive market. Don't miss out on this opportunity to transform your approach to upselling and guest satisfaction. Click the link to read more and start making significant strides in your hospitality business today! #HospitalityIndustry #Upselling #GuestExperience #DigitalTransformation #HospitalityManagement https://lnkd.in/dUa5etai

Would you like an inside look into how one of the hottest new brands in hospitality is building their company and making decisions across development partnerships, hiring, and technology to stand out and create something really special? If so, today's your lucky today because we're catching up with Ed Skapinok, the Chief Commercial officer at Appellation. You're going to hear about all the things they've been doing recently across strategy, hiring, technology, and other areas to build the makings of a hospitality company that is quickly gaining more and more attention for its approach to hospitality. Listen here now: https://lnkd.in/gaPWZpry A few takeaways... Embrace Technology for Personalization: You can do this by tracking guest preferences and behaviors on your website and tailoring content and offers accordingly. Implement systems that allow you to serve personalized experiences and communications to guests based on their past interactions and stated preferences. Streamline Your Tech Stack: Aim for a "high cohesion matrix" where just a few systems can handle most functions. This leads to efficiencies in sourcing, deploying, and training staff on technology. Rethink Traditional Roles: Consider combining roles such as Director of Sales, Marketing, and Revenue into a single 'Director of Commerce" role to align performance metrics and ensure everyone is working towards the same goals. This can also allow for deeper investment in support at the brand level. Invest in Your Team: Attract and retain talent by investing in initiatives like affordable housing for employees, especially in resort locations where commuting can be a challenge. Offer Multiple Ways to Interact: Provide guests with options for how they interact with your brand, whether they prefer a high-touch, personalized service or a more automated, self-service approach. Employer Branding is Key: Use your website and marketing strategies not just to attract guests but also to attract potential team members. Tailor the content on your careers page to showcase the roles and places that candidates are interested in. ...and those are just a few! 🎧 Listen to the Hospitality Daily Podcast on Spotify or Apple Podcasts ♻ Share if you found this helpful ➕ Follow Hospitality Daily for daily inspiration you can act on