Client loyalty is vital to run a successful business. After all, Forbes outlined that it’s seven times less expensive to keep an existing customer than acquiring a new one. Client loyalty in spas and hotels can be tricky, but with our essential guidance, you’ll be on the right track.
Pre and post visit communication
Regular communication gives you an understanding of your clients and encourages loyalty, meaning it’s important to start as soon as possible. An excellent way to initiate the relationship is to send a personalised post-booking email to prepare clients for their visit. Through this, you can also glean important information that will help you enhance their client experience.
On-site tech communication
As client loyalty is forged through communication, why not make it easy for them to contact you during their visit? Through utilising messengers within your social media networks and apps, you provide an easy, two-way communication channel should they need it whilst on-site. Not only is this inexpensive, its ease-of-use encourages interaction to keep both parties in the loop.
For a spa or hotel, supplementary rewards are significant as they add to the client’s overall experience. For example, a complimentary bottle of wine will prove invaluable in the spa, making the visit more special. Systems such as Core by Premier Software® will show all purchase and treatment history on the client card, highlighting suitable offers and incentives to match their needs.
A loyalty scheme is designed to encourage repeat business, so why not implement loyalty tags? Through multiple visits, clients could build up points on their card to then use on a product or service of their choosing. It’s the simplest way of encouraging loyalty, but it’s effective.
Asking about your clients stay post visit will not only make them feel valued but urge them to respond. An email or SMS link to an online review will not only provide invaluable feedback but could also help encourage prospective clients to visit. Plus, it’s an opportunity for you assuage any negative experiences.
Core by Premier Software® helps with client loyalty in numerous ways. Whether it’s using client history to personalise supplementary rewards, sending enticing offers via automated marketing or setting up a loyalty points scheme, your business can rely on Core. For more information or to book a presentation, call +44 (0)1543 466580 or visit our website at https://www.premiersoftware.uk/book-a-consultation/.