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More and more hospitality operators are looking to take advantage of AI-driven marketing solutions as an opportunity to streamline their operations and support their staff.



In this guide, we will explore how hospitality operators can utilise AI to strengthen their marketing efforts, increase the visibility of their brand and drive growth at every stage of their customer journey.&nbsp;



From gaining AI-driven customer insights, and leveraging marketing automation, to in-depth data analytics and predictions. There are plenty of ways AI can be implemented in various areas of the business.



Now is the perfect time to jump on board with integrating AI into your hospitality business’s marketing plans.&nbsp;



<h2 class="wp-block-heading" id="h-ai-in-hospitality-marketing">AI in hospitality marketing</h2>



Artificial intelligence (AI), is the ability of computer systems to perform tasks that would usually require human intelligence.



In recent years, AI has revolutionised the hospitality industry, providing ample opportunities for businesses.&nbsp;



For instance, AI can quickly analyse large amounts of customer data to gain insights into preferences and behaviour. This can be used by staff to tailor the service and marketing campaigns. I.e. greeting a hotel guest with his favourite cocktail upon arrival or treating a customer with a restaurant voucher for their birthday.



In addition, AI can adapt the pricing strategy depending on the current market situation and provide future predictions. Managing and responding to online reviews also becomes much easier with AI tools. To name just a few, we will have a closer look at those and others in this guide.



Overall, by using AI in marketing, hospitality operators can create a seamless guest journey from the moment the customer first interacts with their brand, to the point they come back to the venue. This all leads to higher revenue and customer satisfaction.



<h2 class="wp-block-heading" id="h-advantages-and-disadvantages-of-ai">Advantages and disadvantages of AI</h2>



It is important for operators to weigh the pros and cons before deciding to incorporate AI into their business operations. We have summarised the most relevant ones in this short list below. 



You can find a more extensive list <a href="https://stampede.ai/blog/the-pros-and-cons-of-using-ai-in-hospitality">in this article</a>.



<h4 class="wp-block-heading" id="h-main-advantages">Main advantages:</h4>



<ol>
<li>Increased operations efficiency and productivity. AI can streamline and automate repetitive tasks.</li>



<li>Cost reduction. AI allows for data-backed decision-making.</li>



<li>Tailored customer experience. AI provides insights that support personalised marketing and service.</li>



<li>Accurate forecasting. AI can identify revenue opportunities.</li>
</ol>



<h4 class="wp-block-heading" id="h-main-disadvantages">Main disadvantages:</h4>



<ol>
<li>Impersonal service. AI lacks the human touch that many guests desire.</li>



<li>System failure. Operators are highly dependent on their digital tools to work seamlessly.</li>



<li>Technical limitations. Not all AI tools are able to cater for the needs of the hospitality industry.</li>



<li>High investment costs. Implementing AI is often a major investment.</li>
</ol>



<h2 class="wp-block-heading" id="h-ai-as-a-growth-tool-for-hospitality">AI as a growth tool for hospitality</h2>



AI technology is undoubtedly a growth tool for the hospitality industry, and those who successfully embrace it will thrive in the long run.&nbsp;



<a href="https://stampede.ai/blog/4-ways-to-optimise-your-hospitality-business-with-ai">Here are 4 ways</a> it can support different areas of the business.



<h4 class="wp-block-heading" id="h-1-operations">1. Operations</h4>



AI technology has vastly improved the way hospitality operators conduct their daily operations and provide service.&nbsp;



Chatbots are a great example, as they can scan common customer queries and answer them in real time. This relieves staff of tedious, repetitive tasks, while still ensuring customers receive an excellent level of service around the clock.



Hotels are also increasingly leaning on AI for contactless check-ins and virtual concierges, making sure guests get the most out of their stay. Self-service kiosks in restaurants on the other hand allow customers to place orders more quickly and efficiently. Again freeing up staff time for other duties.



<h4 class="wp-block-heading" id="h-2-marketing">2. Marketing</h4>



AI can massively improve the way hospitality businesses communicate with guests and market their services. It can gather a multitude of data points in one place, coming from tech tools such as Guest WiFi, table booking platforms or loyalty scheme.&nbsp;



Marketers can use the data to better understand customer preferences, habits and needs. This then allows them to provide a more personalised experience, offer relevant promotions and optimise their marketing campaigns for maximum results.



With AI automation, tasks such as uploading data are made simpler and faster. This frees up time and reduces human errors. Trigger-based campaigns based on previous customer interactions can also be easily automated. Such as sending discounts to customers who haven’t been at your venue for a while.&nbsp;



Lastly, AI can power up digital advertising by helping with audience and campaign optimisation. On top, it can monitor social media channels for brand mentions and engagement.&nbsp;



<h4 class="wp-block-heading" id="h-3-sales-revenue">3. Sales &amp; revenue</h4>



There is promising potential for integrating AI to improve sales too.&nbsp;



AI can analyse customer data to predict their preferences and suggest personalised recommendations. Equipped with these insights staff can better upsell and cross-sell when customers are in the venue. Marketers as well can take advantage of this with highly targeted campaigns that lead to higher conversion rates and ultimately create more sales opportunities.&nbsp;&nbsp;



AI can further be used for improved revenue management for hotels and restaurants. It creates accurate forecasts by analysing past data as well as external factors such as market fluctuations.&nbsp;



This enables operators to adjust their pricing in real time. So they can take advantage of peak periods while still remaining competitive during off-peak times.



For hoteliers, this also means that they can ensure guests always get the best price when booking direct.



<h4 class="wp-block-heading" id="h-4-data-analytics-reporting">4. Data analytics &amp; reporting</h4>



By using AI to generate accurate reports hospitality businesses can become more successful in the long run through leveraging data-driven insights into customer behaviour. So that they don’t rely on guesswork anymore.



A lot of, usually manual, tasks can be automated as well. Such as the creation of monthly reports or the building of customised dashboards with the metrics that matter.



AI can present the data in a way that is accessible to the entire team and that also facilitates performance analysis from relevant KPIs.



<h2 class="wp-block-heading" id="h-3-ai-use-cases-for-hospitality">3 AI use cases for hospitality</h2>



There are already examples of hospitality businesses successfully implementing AI and it&#8217;s likely that more will follow suit in the coming years.



We’ve summarised 3 <a href="https://stampede.ai/blog/4-revenue-driving-ai-tools-for-hospitality-operators">popular use cases for AI marketing</a> and operations below.



If you’re a hotelier you can find more relevant examples <a href="https://stampede.ai/blog/3-clever-ai-tools-to-support-your-hotel-operations">here</a> and we also got some, especially for restaurant operators <a href="https://stampede.ai/blog/3-restaurant-specific-ai-tools-that-drive-sales">here</a>.



<h4 class="wp-block-heading">1. Personalised service</h4>



AI enables hospitality marketers to create a personalised customer experience with ease. Through the smart analysis of customer data, AI can segment customers into small groups according to patterns, demographics and historical interaction.



This empowers businesses to deliver targeted marketing campaigns that resonate with individual customers, helping them feel appreciated and increasing loyalty.&nbsp;



AI also helps to <a href="https://stampede.ai/blog/another-5-step-recipe-how-to-easily-win-back-lost-customers-part-2-of-5">detect and retain lost customers</a> through automated campaigns that are triggered by pre-defined conditions.



<h4 class="wp-block-heading">2. Content creation</h4>



AI technology can be used to quickly generate various pieces of content. This ranges from email campaigns to social media posts and website copy. Plus, it can translate content into multiple languages so you can reach wider audiences.&nbsp;



AI algorithms can also analyse the most engaging social media posts and create similar ones. Plus, it can also determine the best posting schedules, hashtags and content for various platforms to grow engagement and followers.



When it comes to website content, AI can improve SEO rankings and develop search engine-optimised content by incorporating relevant keywords.&nbsp;



Another example is restaurant menus. They are often seasonal and need to be changed on a regular basis. AI can support operators to come up with enticing menu descriptions and iterations to speed up the process.



<a href="https://stampede.ai/blog/how-to-speed-up-content-creation-with-ai-in-hospitality">Check out this article</a> to find out more about how you can create more hospitality marketing content in less time with AI.



<h4 class="wp-block-heading">3. Chatbots</h4>



As already mentioned, hospitality operators are now discovering the value of AI-powered chatbots in providing better customer service that is available for customers&nbsp; 24/7.



Chatbots can be used for a variety of tasks. Common examples are answering FAQs, taking orders in restaurants and helping with general service requests.&nbsp;



Plus, they can act as a concierge and support customers with their travel planning by making personalised recommendations based on past interactions.



With the ability to integrate with voice assistants like Alexa or Google Assistant, hospitality operators can further create a more human experience and eliminate the typing for customers.



With these advanced capabilities, hospitality operators can enhance their services while also improving staff efficiency. All without ever compromising on guest satisfaction.



<h2 class="wp-block-heading" id="h-how-ai-can-improve-reviews-management">How AI can improve reviews management</h2>



Online reviews play a crucial role in attracting customers. However, managing these reviews can be a daunting and time-consuming task for busy hospitality operators. This is where AI comes in to lend a <a href="https://stampede.ai/blog/how-ai-can-facilitate-reviews-management-for-hospitality-operators">helping hand with your reputation management</a>. 



For example, it takes over previous manual tasks done by staff. So instead of analysing each review platform separately and dealing with spreadsheets, AI can automatically gather all reviews in one place. This allows for quick access and a multi-channel overview. Reviews can be dealt with more efficiently and progress on each response can be tracked easily.



To avoid further complications, operators have to react to reach review in a timely manner. This way they can retain unhappy customers and show that their opinion matters to the business.&nbsp;



Depending on the number of reviews flooding in it can be challenging to keep up. With automated response generation, AI can help operators to better handle their to-do lists. Based on keywords AI can generate a personalised reply in no time.&nbsp;&nbsp;



Further, AI-powered sentiment analysis can provide operators with valuable insights into customer feedback. It can detect common themes and tag them accordingly. This enables businesses to quickly identify areas for improvement to enhance their service.



With AI, hospitality operators can better stay on top of their online reputation, and improve their overall scores and customer satisfaction.



If you want to find out how AI can also make it easier for customers to leave a review, check out this article.



<h2 class="wp-block-heading" id="h-summary">Summary</h2>



AI is a very beneficial tool that hospitality operators should look to explore and utilise to back up their marketing strategy.&nbsp;



AI technology has tremendous potential for increasing speed and accuracy in data collection and analysis. This allows operators to provide more tailored services for their customers based on what they&#8217;ve learned from past engagements. But also to make accurate predictions and more informed decisions which will save them time and money.



Moreover, AI can be used to aid in developing marketing content, automating and supporting daily service operations and improving reviews management.



There may be valid concerns around its adoption cost and potential impact on losing the human touch. Though, when leveraged correctly, AI can have significant positive impacts on your hospitality business.

post

AI In Hospitality Marketing: A Complete Guide

A&nbsp;successful service recovery strategy&nbsp;can help businesses to increase customer retention and revenue after a service failure. <a rel="noreferrer noopener" href="https://stampede.ai/blog/the-secret-to-successful-service-recovery-in-hospitality-one-part-1/" target="_blank">Part one of this series</a>&nbsp;focused on the complaint handling steps that should be part of a service recovery strategy. However, there are some other critical factors that play an important role towards its success and ultimately customer loyalty.



<hr class="wp-block-separator"/>



<h4 class="wp-block-heading" id="h-4-success-factors-for-your-service-recovery-strategy">4 Success Factors For Your Service Recovery Strategy</h4>



<h4 class="wp-block-heading">1) Response Speed</h4>



<a rel="noreferrer noopener" href="https://www.customerservicemanager.com/customer-service-facts/" target="_blank">Up to 96% of customers will stay with a business</a>&nbsp;if they feel that the company has acted quickly on their complaint. Time is indeed of essence for a successful recovery.&nbsp;



You want to reach out to the customer whilst the experience and memory are still fresh. Therefore, your&nbsp;first response has to be almost immediate. Make sure to always keep an eye on your recent reviews and ask for regular feedback to catch any complaints early on.



But equally important is the&nbsp;timeframe between the actions taken. A speedy apology will be worthless if you take too long to resolve the issue. Also, communication is important here. Provide your staff with tips on how to keep customers updated about the progress made and next steps.



<h4 class="wp-block-heading">2) Empowerment</h4>



Empower your staff to make their own decisions&nbsp;during the recovery. They should be able to take necessary measures (within guidelines) without having to ask for approval first. Some bigger brands, like The Ritz-Carlton Hotels or Virgin even have a fixed service recovery allowance per employee.



The fewer people that are involved in the service recovery the easier and quicker it will be for your customers. So, if you empower your employees to take ownership, they will act as the&nbsp;main contact person&nbsp;throughout.



Besides, allowing your staff to handle the complaint using their own judgment and authority is a great morale booster for them.



<h4 class="wp-block-heading">3) Staff Training</h4>



To succeed with your service recovery strategy, you have to provide your team with the&nbsp;right skill set. This involves regular training to make them more confident when dealing with complaints.&nbsp;



Equip them with a clear step-by-step process they can follow along, similar to the&nbsp;<a rel="noreferrer noopener" href="https://stampede.ai/blog/the-secret-to-successful-service-recovery-in-hospitality-one-part-1/" target="_blank">LEARN framework</a>&nbsp;we had a look at in the first part of this series.&nbsp;



And make sure to&nbsp;record your incidents&nbsp;and the outcome to share it with the whole team. This is the best way to improve your processes.&nbsp;



<h4 class="wp-block-heading">4) Compensation Matters</h4>



The most important factor in your service recovery strategy is to match the compensation to the type of failure and develop&nbsp;individual strategies for each customer.



In general, a financial compensation often won’t do the trick towards customer loyalty. It&#8217;s what customers would at least expect after a complaint. You have to find a solution that reassures them of your commitment to delivering on your promised customer experience.



The trick is to go the extra mile. Apply an experience-driven recovery approach, which means addressing customers emotionally by focusing on their needs. This way the newly created experience will make up for the failure that happened before. Which leads to an increase in their loyalty.

[Part 2] How To Win-Back Unhappy Customers

Service Recovery In The Hospitality Industry [Updated 2023]

Social Media, blogging and emails are the predominant tools that help build a marketing strategy, we use them ourselves for personal purposes and know that they work. But how does a <a class="" href="http://www.thedrum.com/opinion/2017/10/27/how-many-people-see-your-content-each-digital-channel" target="_blank" rel="noopener noreferrer">98% open rate</a> sound to you?

Yes, <a class="" href="http://info.dynmark.com/hs-fs/hub/307137/file-650880813-pdf/whitepapers/Intelligence_Review_Edition2.pdf" target="_blank" rel="noopener noreferrer">you heard right, 98%!</a> This is only one of the convincing <a class="" href="https://www.textlocal.com/blog/2017/06/16/5-stats-that-prove-2017-is-the-year-for-sms-marketing/" target="_blank" rel="noopener noreferrer">benefits that SMS Marketing</a> brings to the table. The straightforward and intimate nature of SMS were other reasons for Stampede to make it part of the <a class="" href="https://www.stampede.ai/how-it-works#marketing" target="_blank" rel="noopener noreferrer">marketing approach</a> we offer with our software.
<h3>GDPR Changes</h3>
As you must have heard by now, changes concerning data privacy are ahead in form of the General Data Protection Regulation (known as GDPR), which will be implemented in May 2018. For email and SMS marketing, that means an opt-out or unsubscribe option must be included in every communication you send out.
SMS messages sent through Stampede were previously limited to 160 characters, but due to the GDPR changes and the necessity of an unsubscribe option in SMS, the new maximum number of characters you&#8217;ll be able to use to promote your brand and services will be decreased to around 133 characters. It is quite difficult to send long links to your customers that allow them to unsubscribe. 
Don’t worry, as usual, we have the solution for you.
<h3>URL Shorteners</h3>
Long URLs can be easily shortened with free tools like <a class="" href="https://bitly.com/" target="_blank" rel="noopener noreferrer">https://bitly.com/</a> and <a class="" href="https://goo.gl" target="_blank" rel="noopener noreferrer">https://goo.gl</a>. All you have to do is copy the link you want to shorten to one of the tools and you’ll receive a neat looking, short link right away! Using the short link in SMS will now save characters, which you can use to promote your business instead.
<h3>Way more than just a link</h3>
Links enable us to quickly visit a site on the Internet, save helpful resources and share cute cat videos with our friends. They are used in every channel for every conceivable purpose and shortening them is not the only thing you can do.
<h3>Link Branding</h3>
You can brand your shortened link to give some context to the click and let others know what they are about to see before they even click the link. You&#8217;ve probably seen this on sites like YouTube &#8211; like so &#8211; <a class="" href="https://youtu.be/rNSnfXl1ZjU" target="_blank" rel="noopener noreferrer">https://youtu.be/rNSnfXl1ZjU</a>.
A branded short domain is where the true experience starts for your customer.
<h3>Link Insight</h3>
Another decisive benefit you can get from URL shortening is insight. We here at Stampede have always been convinced that <a class="" href="https://www.stampede.ai/how-it-works#insight" target="_blank" rel="noopener noreferrer">understanding your customers</a> is the key to success. With our software we enable you to track new and returning visitors to your venue. To track link clicks, shortened links can be used. They give you the opportunity to measure your performance with link analytics. Insights are a powerful tool to not only track your marketing efforts but also to adapt them continuously.
<h3>Let&#8217;s be honest</h3>
Wouldn’t you like to find out how many of your friends secretly click your cute cat video? 
<iframe loading="lazy" style="display: block; margin-left: auto; margin-right: auto;" src="//www.youtube.com/embed/rNSnfXl1ZjU" width="560" height="315" frameborder="0" allowfullscreen="allowfullscreen"></iframe>
If you crave more powerful insights into your customer&#8217;s online behviour through awesome guest WiFi, there&#8217;s no reason to wait- click the button below and find out how Stampede can help you boost your business!
<a class="eut-modal-popup" href="https://calendly.com/stampedeae/stampede-demo-request?month=2020-02">Click here to get started.</a>

Shorter is Better! The 133 Character Limit

How to Set Up a Coworking Space in Your Coffee Shop

There’s no doubt that the hospitality industry is going through a bit of a digital revolution. Data collection is high on the list, for obvious reasons, but what else can be done with a customer database?&nbsp;



One of the best ways to make a customer database generate extra revenue is with emails. And the primary email we recommend is always the newsletter.&nbsp;



Here’s our top tips to making a fantastic newsletter:



<ul><li>Consistent branding. Make sure it has the same logo and colours as they appear on your website and any other branded materials. It builds recognition and trust in your digital communications. </li><li>Consistent timing. Sending the newsletter on a specific day of the week or month gives you a schedule to keep to, and regularity will improve the number of customers opening and reading the email.&nbsp; </li><li>Make it visual. Use a mixture of images and short pieces of text to cover a variety of topics. For the layout, think like a newspaper with different columns and sections.&nbsp; </li><li>Give the audience stories, not just offers. Everyone has offers, but your business has it&#8217;s own tales to tell. Keep customers interested with topics such as:<ul><li>Stories from behind the scenes</li><li>New menu items and their design process.</li><li>New staff members</li><li>The latest news from any charities or local sports teams that you’re involved with.</li></ul></li></ul>



A quick final note: make sure you have an <a href="https://stampede.ai/blog/can-you-market-to-track-and-trace-customers/" target="_blank" rel="noreferrer noopener">opted-in list of contacts</a> before sending newsletters.



 A regular email newsletter is the gateway to increased customer interaction.&nbsp;



As a routine part of your advertising and marketing it will deliver more repeat bookings and covers as it builds loyalty to your business and keeps you at the front of customers&#8217; minds.



 To learn more about emails, newsletters and how they can deliver more revenue, <a href="https://stampede.ai/company/#contact" target="_blank" rel="noreferrer noopener">get in touch</a> with one of our team.

Newsletters Are The Foundation

There’s no denying that loyal customers are a key revenue driver for any business. Their <a href="https://blog.hubspot.com/service/customer-loyalty-statistics" target="_blank" rel="noreferrer noopener">average spending is up to 67% higher compared to new customers</a>. More than ever, hospitality businesses should now up their efforts to increase customer loyalty to secure a steady revenue flow.&nbsp; A well-established way to get customers coming back and increase sales is by offering loyalty stamp cards. Collecting stamps at each visit and getting rewarded for it, what’s not to like about it?&nbsp;



<hr class="wp-block-separator"/>



But how many of your customers are actually filling and redeeming their cards? And how long does it take them to obtain a full one?



<h4 class="wp-block-heading" id="h-the-problem-with-loyalty-stamp-cards">The problem with loyalty stamp cards</h4>



Getting customers to sign up for your stamp card is usually an easy task, keeping them coming back to use the card is another story. All the initial excitement and interest in collecting stamps tends to wear off over time. <a href="https://www.sciencedirect.com/science/article/pii/S0167811621000082" target="_blank" rel="noreferrer noopener">The average rewards program gets a redemption rate of only 13%.&nbsp;</a>



Using stamp cards will increase the chances of a customer coming back, but it can’t be relied upon entirely as a way to keep them coming back for more.



The key action here is to keep customers engaged on a frequent basis in a variety of ways, so they get their stamps too. Let’s uncover some loyalty card secrets.



<h4 class="wp-block-heading" id="h-how-to-keep-customers-engaged">How to keep customers engaged?</h4>



First of all, you have to stay front of mind with your customers. They probably have many loyalty cards from various different places. So it’s on you to regularly remind them that they have a stamp card from your place as well. It’s all about actively encouraging them to come back more often.



Also, when creating your rewards, focus on these questions:



<ul><li>Are they obtainable? Your average visit frequency helps you to determine the ideal number of stamps needed for a full card</li><li>Are they attractive? Which type of reward would your customers want? Are they worth collecting stamps for? Are your rewards relevant to your business?</li></ul>



<h4 class="wp-block-heading" id="h-email-sms-marketing-campaigns">Email &amp; SMS marketing campaigns</h4>



As ever, email and SMS marketing are a great tools to keep your customers interested and stay on top of their minds. It’s all about a friendly nudge to remind them of their loyalty stamp cards.



Here’s some inspiration for your campaigns to keep customers committed:



<h6 class="wp-block-heading" id="h-get-them-to-collect-more-stamps">Get them to collect more stamps:</h6>



<ul><li>&#8220;How many more stamps do you need? &#8211; a fresh batch of &#8230; arrived today, and we know how much you love them. Come by to get yours.&#8221;</li><li>“&#8230; more stamps to go. Come by today to get one extra stamp for every &#8230; “</li><li>&#8220;Special weekday deal &#8211; earn double the stamps when you buy &#8230;&#8221;</li><li>&#8220;Flash offer &#8211; Buy 1, Get 1 free on all cocktails from 6pm-9pm.&#8221;</li></ul>



<h6 class="wp-block-heading" id="h-get-them-to-redeem-their-full-stamp-card">Get them to redeem their full stamp card:</h6>



<ul><li>&#8220;Still haven&#8217;t redeemed your stamps?&#8221;</li><li>&#8220;Got a full card? You&#8217;re owed a free …, come by today and enjoy &#8230;&#8221;</li><li>&#8220;Don’t miss out on our special freebie for all redeemed stamp cards this month.&#8221;</li><li>“Your chance to win. All redeemed stamp cards from this month will enter a special prize draw.”</li></ul>



By the way, are you still using paper loyalty stamp cards? Everything we’ve said before is massively improved by going digital. Save money and gain more loyal customers faster with digital stamp cards.



<a href="contact@stampede.ai" target="_blank" rel="noreferrer noopener">Get in touch</a> to find out more about our digital stamp card solution.

How to Maximise Revenue from Your Loyalty Stamp Cards

This month we&#8217;ve been putting the spotlight on branding within Stampede.



Consistent branding has a huge positive impact on customer loyalty and engagement. The goal is to improve recognition and recollection amongst your customers, increasing the chance of word-of-mouth marketing. And we all want more of that lovely free advertising.



<h2 class="wp-block-heading" id="h-what-s-new">What&#8217;s new?</h2>



Brand Kits &#8211; a single location in Stampede to control your brand settings across all channels. This includes WiFi login, review feedback emails, website forms, and the table booking widget.



Bringing the settings for all these into one location will save you and your teams heaps of time and effort. Deploying consistent branding this way won&#8217;t have directly measurable results but it&#8217;s impact will be positive.



<h2 class="wp-block-heading" id="h-digging-into-details">Digging into details</h2>



Within the Brand Kit you&#8217;ll be able to save things like text font for both headings and body text at account level to save you doing this for every email.



You&#8217;ll also be able to upload a Primary image, such as your logo, and colour to be used across all your channels. This would control the colour of all your call-to-action buttons for example &#8220;Book now&#8221; on an email or &#8220;Confirm booking&#8221; on your table booking widget.



Lastly (for now) you can also set a default Background image to be used in various locations. This might be a collage of your dishes, an artful photo of your interior design, or maybe something more conceptual around your brand like a pattern.



Once you&#8217;ve got these set you can check the previews to see how your various channels will look.



Ideally they should be very similar to your menus, website and any other existing brand elements you have.



If you have an existing brand book &#8211; this will be the place to input that so that it&#8217;s saved across your account.



<h2 class="wp-block-heading" id="h-coming-soon">Coming soon</h2>



Booking confirmation pages &#8211; our team is working on a new landing page for table booking confirmations. It&#8217;ll make managing bookings easier for customers, and we&#8217;re including ways to help them spread the word about their visit to your venues.



Review capture design &#8211; we&#8217;re also giving our Reviews automation emails a refresh. Mobile optimisation is our main priority here, and when paired with the Brand kits, it&#8217;ll tie the digital customer experience together.



<h2 class="wp-block-heading" id="h-getting-started">Getting started</h2>



If you&#8217;ve got a Stampede account and want to learn more about Brand kit, or get some help setting up, <a href="mailto:support@stampede.ai?subject=Learn%20more%20about%20Brand%20Kits">contact our Customer Success team.</a>



Otherwise you can <a href="https://stampede.ai/demo">get a guided tour</a> from one of our team at a time to suit you

New Features & Updates – September 2023

EnGenius Tech now a Stampede technology partner

From the pride of having your name over the door to the every day chats with people from all walks of life. There are so many reasons for opening your own pub. Maybe you can’t stand the thought of being stuck in a dead-end job and being answerable to the boss from hell. Or maybe you want to avoid the mundanity and limitations of the 9-5 life. Either way, it’s important that you create a pub image and atmosphere which will enable you to turn a healthy profit and enjoy essential work satisfaction. You can go a long way towards the realisation of these aims through the use of the pub marketing methods recommended in this helpful blog.







<h4 class="wp-block-heading">Bar Culture</h4>



You can set your bar apart by building a distinct culture which really resonates with your customers. Perhaps your bar has a long-established history, with quaint and charming features from times past. You could build a sense of tradition into your marketing materials. Set the scene on your pub website, explaining and sharing your images which highlight the changes made to your bar over the decades.&nbsp;



On the other hand, you might want to transform your bar into the venue of choice for local sports fans. In this case, you might consider giving your menu a sporty theme and offering discounts on drinks after big events.&nbsp;



<h4 class="wp-block-heading">Website</h4>



It is absolutely essential that you have a well-designed website which fits in with the theme of your bar. The website should feature key details such as the location, opening hours, and facilities. You should also keep your online menu updated and provide customers with information about upcoming promotions and events. Testimonials should be featured, telling of the many excellent reasons for paying a visit.&nbsp;



Your pub website should be regularly topped up with quality content. This also helps you rank higher on top search engine rankings. Perhaps you’ll take the opportunity to write some blogs on your draft beers or upload images of your happy customers. You should also set up a Google My Business account and keep it up to date with all of the latest pub info. 



Further reading: <a href="https://stampede.ai/blog/easy-steps-to-make-a-great-website-for-your-pub/">https://stampede.ai/blog/easy-steps-to-make-a-great-website-for-your-pub/</a>



<h4 class="wp-block-heading">Reviews</h4>



Word of mouth can be one of the most effective tools when it comes to the promotion of your pub. You should take the opportunity to encourage customers to leave reviews on your website and on well-known third party websites, such as Trip Advisor. Ideally, the reviews will tell of outstanding customer service and delicious pub meals. However, there will inevitably be those customers who take exception and take their moment in the spotlight to share their negative experiences.



It might be tempting to <a href="https://stampede.ai/blog/how-to-respond-to-positive-and-negative-customer-reviews-online/">respond with anger and apportion</a> the blame to the newest member of bar staff. However, you should show your professionalism. Letting the customer know that you are sincerely sorry. But also be prepared to do everything within your power to rectify the situation.&nbsp;



<h4 class="wp-block-heading">Social Media</h4>



You should continue the promotional theme with the sharing of quality content across social media channels such as Twitter, Facebook, and Instagram. If you run a sports bar then you could take pictures of fans getting stuck into some banter over pitchers of your finest beer. You could also post details of organised music nights or your involvement with local charities. Just be sure to maintain a regular and consistent presence across your preferred social media channels.&nbsp;



Sprout Social have a blog packed full of helpful <a href="https://sproutsocial.com/insights/bars-restaurants-social-media-guide/">social media marketing</a> tips for those of you keen to further your digital knowledge and expertise. 



<h4 class="wp-block-heading">WiFi Marketing</h4>



As the owner of a modern bar, you absolutely must offer fast and reliable internet connectivity. However, you can take the opportunity to collect a range of <a href="https://stampede.ai/blog/5-tips-for-setting-up-wifi-for-your-restaurant-or-pub/">customer details in exchange for continued access to free WiFi.</a> WiFi Marketing is another useful method for your pub you shouldn&#8217;t miss out on.



Our system allows for the collection and organisation of information. From the number of visits to the drinks and food being ordered by your customers. Why not give it a try?



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You can build the <a href="https://stampede.ai/blog/how-marketing-with-wifi-benefits-your-business/">customer data into your pub marketing</a>; arranging targeted advertisements and special offers based on customer preferences. Send out Emails with downloadable vouchers and discount coupons in readiness for customer birthdays and major milestones. The reward of customer loyalty is likely to pay off with continued business for your pub.



<h4 class="wp-block-heading">Conclusion</h4>



The marketing methods and tips covered in this blog will help you set your pub apart from the rest. You’ll find that word spreads far and wide as your pub becomes the venue of choice for couples looking for evening romance and regular locals alike. Cheers to that!

The Best Marketing Methods For Your Pub

Halloween is coming up end of this week! Despite celebrations being a bit different this year, it&#8217;s not too late to ramp up a virtual trick and treat.



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Here are some ideas:



<ul><li>Leverage your social media channels for spooktacular last-minute deals and contests</li><li>Halloweenise your food and drink offerings and showcase them online</li><li>If you&#8217;re offering takeaway or delivery: sneak a nasty little surprise into the box</li></ul>



Apart from Halloween, this week is all about #food. Here&#8217;s three inspirations for your social media and email marketing:



<h4 class="wp-block-heading" id="h-wednesday-28th-national-chocolate-day"> Wednesday 28th &#8211; National Chocolate Day</h4>



We kick off with National Chocolate Day. Who can resist a (big) piece of chocolate now and then. Proven to raise our endorphin levels and make people happy, what&#8217;s not to like? And as we all know, Chocolate grows on trees, which makes it a plant after all &#8230;&nbsp;



Tip: <a href="https://zapier.com/blog/best-poll-apps/" target="_blank" rel="noreferrer noopener">Social Media Poll</a> Question (including a prize to win) &#8211; What&#8217;s your favourite chocolate dish?



<h4 class="wp-block-heading" id="h-thursday-29th-national-oatmeal-day"> Thursday 29th &nbsp;&#8211; National Oatmeal Day</h4>



Love it or hate it. Oatmeal. Coming from humble beginnings, it used to be the food for the poor, but today the ancient grain is praised by nutritionists around the world and is a staple of our breakfast bowls.



Tip: Breakfast bowls are very photogenic. A great opportunity to showcase all the healthy ingredients it contains. Check-out this instagram feed from <a href="https://www.instagram.com/hulajuicebar/" target="_blank" rel="noreferrer noopener">Hula Juice Bar</a> to get some inspiration.



<h4 class="wp-block-heading" id="h-vegetarian-month">Vegetarian Month</h4>



October is also Vegetarian Month. And thinking of Halloween, <a href="https://www.delish.com/cooking/g1770/best-pumpkin-recipes/" target="_blank" rel="noreferrer noopener">pumpkin</a>&nbsp;comes straight to mind.



From mouth-watering pumpkin pie, creamy pumpkin pasta to exotic pumpkin spiced cocktails. There are lot of yummy food &amp; drinks you can create here.



Tip: Share your chef&#8217;s favourite pumpkin recipe with your customers, and encourage them to share their own creations with you. Don&#8217;t forget the hashtags!



If you&#8217;ve got a spooky story to tell or offer to promote and could do with a little helping hand, <a href="https://stampede.ai/company/#contact" target="_blank" rel="noreferrer noopener">get in touch</a> with our team. We&#8217;ll support you getting the word out to your customers.

What’s On This Week? – 26/10/2020

Home

A new kind of marketplace for hospitality apps

October Update – 3x Faster Guest WiFi and more

Feature Update – Improved campaigns, reporting and imports

How To Make The Most Of Your Restaurant Outdoor Seating Space In Summer

A Quick Guide On First-Party Data Strategy For Hotels

UGC Revolution: How User-Generated Content is Reshaping Marketing Strategies

4 Ways To Optimise Your Hospitality Business With AI

The Pros And Cons Of Using AI In Hospitality

Personal elements and emotions truly elevate a customer experience. They also help to better connect with your customers and to reach and attract a new audience.&nbsp;We’ve gathered 3 ideas that are inspired by wonderful emails some of our customers have sent out recently and we thought they’re worth sharing with you. They all add a more personal touch to your emails and social media and help you draw attention to your brand.



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<h4 class="wp-block-heading" id="h-1-share-customer-case-studies">1. Share Customer Case Studies</h4>



One way of making your customers curious about your unique experiences and draw attention to your brand is by sharing some of the memorable moments you’ve created for others. Give them an idea of what they can expect and look forward to. You can compile those moments in a mini case study that you can send around and share.



Moments can be anything from a small special encounter between your staff and your customer that made their day and put a smile on their faces to sharing some of your big events that you’ve hosted at your venue.&nbsp;



Especially for those bigger events, reach out to your customers for some extra information you can put into your mini case study. For a wedding, this could be a short interview with the newlyweds (about the proposal, how they met…) and what it was like hosting their special day at your place. Why did they choose to celebrate with you? How you decorated the venue for them, what food they’ve chosen, etc.&nbsp;



And don’t shy away from asking your customers why they would recommend your venue, this will make a great testimonial.



<h4 class="wp-block-heading">2. Highlight Your Local Attractions</h4>



Think about what else your customers can enjoy and do that is nearby your venue. Your location also contributes to your customers overall experience, so point them in the right direction straight away to make sure that they don’t miss out on any local highlights around you.



Come up with your team’s top 5 favourite local attractions; provide some background information and why it&#8217;s worth a visit. Maybe your team also has their own secret spots that are less known&#8230;



Have one of your team visit those places to take some pics or even record a short video that you can turn it into a nice story to share around.&nbsp;



For customers who are familiar with those places already, run a competition &#8211; #RecogniseThis? Take a close up of any of those spots and ask your customers where this could be.&nbsp;



<h4 class="wp-block-heading">3. Go Behind the Scenes</h4>



A classic content topic as such, but something your customers will love as it makes your business much more relatable and authentic.



Customers want to know who’s behind their favourite venue. Who are those people going above and beyond day by day. Your customers will probably know most of your front of house staff, but what about those behind the scenes? And what is going on behind your scenes anyways? Time to raise the curtain.



Some more ideas:



<ul><li>Introduce your team &#8211; ask them some <a href="https://www.themuse.com/advice/70-better-get-to-know-you-questions" target="_blank" rel="noreferrer noopener">general &amp; personal questions</a></li><li>What is your team up to when they’re not working? Hobbies, etc.</li><li>Celebrate your teams special days &#8211; birthday, anniversaries</li><li>Introduce your furry friends</li><li>Fast motion video of your kitchen buzz or your daily preparations before you open your doors</li><li>Video tour behind your scenes &#8211; back of house</li><li>Sneak peek of what is coming up &#8211; new menu, events, new team member</li></ul>



Turn all those newly attracted customers into loyal ones who visit time and again with our <a href="https://stampede.ai/how-it-works/loyalty/" target="_blank" rel="noreferrer noopener">digital stamp card solution</a>. <a href="mailto:contact@stampede.ai?subject=&amp;body=" target="_blank" rel="noreferrer noopener">Get in touch</a> with one of our team to find out more.

3 Alternative Content Ideas to Draw Attention to Your Brand

<h1 class="wp-block-heading" id="h-free-november-december-2023-social-media-calendar">Free November &#8211; December 2023 Social Media Calendar</h1>



<h4 class="wp-block-heading" id="h-no-more-last-minute-panic-brainstorming-for-your-social-media-posts">No more last-minute panic brainstorming for your social media posts.</h4>



Operating a business and at the same time staying on top of your social media content can be tough. Constantly coming up with new and engaging ideas for your next posts takes time you might not always have.



Download your free social media calendar&nbsp;for November &amp; December 2023 now.



Featuring topical post ideas, hashtags suggestions and image inspiration for each month.

November-December 2023 Social Media Calendar

Hospitality connectivity in focus

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Retaining a customer is up to <a href="https://www.raven360.com/blog/customer-loyalty-vs-customer-retention">25x cheaper</a> than gaining a new one.&nbsp;



Make sure to keep your existing customers happy, it’s worth the effort.



Customer retention, loyalty and advocacy are three very popular and successful ways of growing your business.



However, for those concepts to work in your favour they all need to be powered by one thing: customer data.&nbsp;



We came up with a simple 4-step approach to help you <a href="https://stampede.ai/blog/how-to-drive-footfall-into-your-restaurant-patrick-clover">turn one-time visitors into loyal ones using data</a>.



<h2 class="wp-block-heading" id="h-step-1-grow-your-database">Step 1: Grow your database</h2>



It’s important that you collect customers&#8217; data as early in the customer journey as possible.



You can then gather all your data sources, e.g. <a href="https://stampede.ai/how-it-works/wifi">Guest WiFi</a>, <a href="https://stampede.ai/get-bookings">Table Booking System</a>, <a href="https://storekit.com/">Order &amp; Pay App</a>, into one centralised database like a CRM.



This allows you to easily segment your data to create targeted marketing campaigns and retain customers.



Real-World Scenario:



Phil and his wife Laura are local to your venue and just had dinner at your restaurant for the first time.&nbsp;



Whilst at your venue, Laura has signed up for your WiFi and you captured her contact details, including her date of birth.



<h2 class="wp-block-heading">Step 2: Make customers come back</h2>



Now it’s up to you to retain them and your key lies in the gathered data.



Set up an automated post-visit email to thank them and inform them about the midweek offer you run at the moment.



Real-World Scenario:



Phil and Laura are planning their weekly date night and remembered the offer. As they had a really good time, they decide to pay you a second visit and also to pre-book a table.&nbsp;



Phil wants to surprise his wife and asks you to prepare Laura’s favourite drink for their aperitif.



<h2 class="wp-block-heading">Step 3: Foster lasting customer loyalty</h2>



The next step is to make customers come back on a regular basis and build long-term relationships.



Again, data is your guiding light here. But this time, you want to dig deeper to make your marketing more personalised.



Real-World Scenario:



You noticed that Laura’s birthday is coming up soon and you want to invite her to mark this day at your restaurant. Her favourite drink will of course go on the house.



Laura is delighted by your personalised email and decides to celebrate her special occasion with her family and friends at your restaurant.&nbsp;



<h2 class="wp-block-heading">Step 4: Boost customer advocacy</h2>



Fact is, loyal customers not only tend to spend more at your venue, but they also happily recommend you.



Real-World Scenario:



The day after the big party, Phil tells his workmates all about your restaurant as you did a great job for Laura’s birthday. They will soon pay you a visit.



Extra tip: You can further encourage customer advocacy by sending out an email to your most loyal customers. Offer them a voucher or discount if they refer you.



By the way, steps 3 &amp; 4 come with a great opportunity to further build and strengthen your database with new contacts. Starting the customer loyalty loop all over again for more revenue.



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Make sure to stay tuned. We will provide you with more time-saving and effective marketing tips on customer retention, loyalty and advocacy over the following weeks.&nbsp;

4 Steps To Master Customer Retention and Loyalty With Data-Driven Marketing

Reviews are important, they always have been and will be even more so now. They act as a way to reassure and provide customers with an idea of what they can expect. Fact is,<a href="https://upserve.com/restaurant-insider/industry-statistics/" target="_blank" rel="noreferrer noopener"> 92% of customers read reviews and 33% would never eat in a restaurant with less than 4 stars.</a>



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Customer behaviour and expectation have changed, there is no doubt in that. This shift impacts the way customers review their experience. How do you stay ahead of the new review curve?



<h4 class="wp-block-heading" id="h-changed-customer-priorities">Changed Customer Priorities</h4>



Businesses need to react to those behavioural changes by listening to their customers. What do they care about at the moment? This will determine the main factors when rating their experience at your venue.&nbsp;



<h4 class="wp-block-heading" id="h-health-safety-cleanliness">Health, Safety &amp; Cleanliness&nbsp;</h4>



Health, safety and cleanliness have become some of those main factors in the last year. Not only is it a major consideration for your customers when leaving a review it also forms the base on which potential customers decide on whether to go for your venue or not.&nbsp;



Unlike traditional elements of customer experience such as service, food quality or ambience, these points affect every touchpoint (literally) along your customer experience on-site. From your entrance area, to the table, the staff and facilities.&nbsp;



<h4 class="wp-block-heading" id="h-contactless-in-venue-experience">Contactless In-Venue Experience</h4>



As an extension of the above, there has certainly been an accelerated customer demand for a technology-led and contactless hospitality experience. Recent stats show that <a href="https://www.zonal.co.uk/resources/blog-is-order-and-pay-here-to-stay/" target="_blank" rel="noreferrer noopener">40% of customers indicated that they feel safer if an order and pay system is used</a>.



It goes without saying that this will affect how customers rate their experience. There are many solutions out there, so think about how the user experience with them reflects on your business!



<h4 class="wp-block-heading" id="h-what-should-venues-do">What Should Venues Do?</h4>



In order to address those changed customer priorities our advice is:



<h4 class="wp-block-heading" id="h-1-focus-on-transparency-reassurance">1. Focus on Transparency &amp; Reassurance</h4>



First and foremost, be transparent and showcase the steps you are taking to mitigate risk. Reassure your customers through regular updates on your website and social channels. This shows that you care and will make your customers feel safe to visit you.



TopTip: don’t forget to update your <a href="https://stampede.ai/blog/how-to-update-your-tripadvisor-with-safety-measures/" target="_blank" rel="noreferrer noopener">Tripadvisor “Travel Safe” section.&nbsp;</a>



<h4 class="wp-block-heading" id="h-2-be-proactive">2. Be Proactive</h4>



Customers are more likely to leave a review (<a href="https://www.brightlocal.com/research/local-consumer-review-survey/" target="_blank" rel="noreferrer noopener">up to 72%</a>) if they are asked. So it’s up to you to actively encourage your customers to leave one. This can be done through sending an automated email or SMS message after their visit asking for feedback.&nbsp;



Recent reviews around key priorities will help you get more customers through the door. Make sure you handle any negative reviews in a timely manner and also respond to positive reviews. Sharing any positive feedback with your online audience will also help to reassure them.



Train your staff to ask for on-site feedback, with a special focus on any new measurements you have implemented. This will allow you to react to and rectify any potential issues immediately.



<h4 class="wp-block-heading" id="h-3-utilise-technology">3. Utilise Technology</h4>



Most venues are using an order &amp; pay solution already and have digitised their menu. Ensuring that all those systems work flawlessly (including safe and fast Guest WiFi) and contribute to a faster and more efficient service is crucial.&nbsp;



A high number of reviews are great for attracting new customers. But it’s the words in a review that provides actionable insight and help you to detect any recurring themes you should address. “Sentiment Analysis” tools can help you to extract those insights from your customer feedback.



Want to save time collecting and monitoring your reviews? <a href="contact@stampede.ai" target="_blank" rel="noreferrer noopener">Get in touch</a> to find out how we can help you automate your review requests.&nbsp;

3 Ways to Keep Up With Changing Customer Reviews

Staycation Prep Starts Now! Get your hospitality business ready for re-opening.



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We’re wheeling out the Google Trends graph today, which is, once again, indicating a growing interest in “staycations” for the U.K.



Taking search term popularity, and a bit of gut feeling from the press and social media, it’s likely to be an even bigger phenomenon than it was last year.&nbsp;



According to the Google Trend graph (below) searches for &#8220;staycation&#8221; are at the same level now as they were last June when we were just a couple of weeks from lockdown lifting.



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<figure class="wp-block-image size-large"><a href="https://stampede.ai/wp-content/uploads/2021/03/projects_2586_1615397670731-419820.jpeg"><img decoding="async" src="https://image.stampede.ai/fill/1024/505/ce/0/aHR0cHM6Ly9zdGFtcGVkZS5haS93cC1jb250ZW50L3VwbG9hZHMvMjAyMS8wMy9wcm9qZWN0c18yNTg2XzE2MTUzOTc2NzA3MzEtNDE5ODIwLTEwMjR4NTA1LmpwZWc=" alt="" class="wp-image-19730"/></a></figure>



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To help you get the most out of this trend, we’ve pulled together some resources.&nbsp;



<h4 class="wp-block-heading" id="h-staycation-tips">Staycation Tips</h4>



First, we’ve got <a href="https://stampede.ai/blog/staycations-6-ways-to-get-your-business-noticed/" target="_blank" rel="noreferrer noopener">our quick-fire 6 staycation tips over on our blog</a>. We posted this in July last year, but there’s now a chance to put these tips into action even earlier and get ahead of that curve.



<h4 class="wp-block-heading" id="h-for-hotels">For Hotels</h4>



For hoteliers especially, but also for anyone with venues in tourism hotspots, there’s <a href="https://fivestarcontent.co/blog/update-your-hotel-website-for-new-audience" target="_blank" rel="noreferrer noopener">a fantastic article on FiveStarContent</a> about adjusting the messaging on your website with staycation audiences in mind.



<h4 class="wp-block-heading" id="h-local-audience-marketing">Local Audience Marketing</h4>



It’s got 3 easy-to-follow steps about adjusting website messaging to attract a more local audience and asks questions that will get the creative juices flowing. There are also other links to staycation marketing ideas on that article too.



<h4 class="wp-block-heading" id="h-tripadvisor-travelsafe">TripAdvisor &#8211; TravelSafe</h4>



Lastly, we’d like to point you towards our <a href="https://stampede.ai/blog/how-to-update-your-tripadvisor-with-safety-measures/" target="_blank" rel="noreferrer noopener">guide to updating your Tripadvisor with TravelSafe measures</a>. This ties back to earlier points about updating your messaging on websites, directories and other sites so that Google searches for “staycation” get you in front of customers.



Once potential customers find you, it’s equally important to provide them with the confidence they need to make bookings. Tripadvisor&#8217;s TravelSafe tool is a fast and easy way to convey this information, and <a href="https://stampede.ai/blog/how-to-update-your-tripadvisor-with-safety-measures/" target="_blank" rel="noreferrer noopener">our guide</a> will run you through the steps to set it up on your listing(s).



Got some staycation marketing ideas to bring to life? Get in touch with us at <a href="mailto:contact@stampede.ai?subject=Reopening%20Questions&amp;body=" target="_blank" rel="noreferrer noopener">contact@stampede.ai</a> or <a href="tel:+441315107008" target="_blank" rel="noreferrer noopener">0131 510 7008.</a>

Staycations Revisited 2021

Customer service failures are an inevitable part of operating in the hospitality industry. However, this doesn’t necessarily mean that the customer is lost forever. With the&nbsp;right service recovery strategy in place, those failures should be seen as an opportunity&nbsp;for businesses.



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<h4 class="wp-block-heading" id="h-from-customer-anger-to-customer-loyalty">From customer anger to customer loyalty</h4>



What is <a href="https://stampede.ai/blog/service-recovery-in-the-hospitality-industry/">service recovery in the hospitality industry</a>? In short, service recovery allows businesses to handle a complaint or negative review in such a way that they can&nbsp;turn a dissatisfied customer into a loyal one.&nbsp;



<a rel="noreferrer noopener" href="https://blog.hubspot.com/service/service-recovery" target="_blank">Studies have shown</a>&nbsp;that the customer satisfaction level is higher after a successful service recovery than it would be without the incident happening. In fact,&nbsp;customer retention rates can increase by up to 70%&nbsp;after the recovery.&nbsp;



The reason for this phenomenon is that it allows businesses to prove that they truly care about every single customer. They are willing to&nbsp;go the extra mile to exceed customer expectations. The level of trust in their brand has risen, which in return nurtures their relationship and helps them to retain customers.



What’s more, is the knock-on effect of a successful recovery. Satisfied and loyal customers act as brand ambassadors. Hence, chances are high that they’ll share their turnaround story based on your excellent customer service with others and recommend you. 



<h4 class="wp-block-heading">Steps involved for a successful service recovery in hospitality</h4>



However, it’s important to have a defined service recovery process in place that staff can use when dealing with complaints. This provides them with a structure and ensures that all complaints are handled in the same way.&nbsp;



The&nbsp;LEARN framework&nbsp;is a proven service recovery method that is used by bigger hotel brands, such as The Ritz-Carlton hotels.&nbsp;



It follows 5 steps:



Listen



<ul><li>Let customers talk and don’t interrupt</li><li>Take notes and ask questions to fully understand their complaint</li></ul>



Empathise



<ul><li>Take ownership of the problem</li><li>Look at it from your customer’s point of view</li><li>Show understanding and repeat the key issues</li></ul>



Apologise



<ul><li>Offer a sincere apology, tailored to the problem</li><li>Avoid making excuses &#8211; “I am sorry but …”</li></ul>



Resolve



<ul><li>Rectify the issue in a timely manner</li><li>Over deliver on customer expectations&nbsp;&#8211; offer something extra</li></ul>



Notify



<ul><li>Follow-up to ensure everything has been resolved</li><li>Document the failure to identify trends</li></ul>



 Watch out for part two of our service recovery in hospitality series. We will have a closer look at staff empowerment and choosing the right compensation as part of a successful recovery strategy in the hospitality industry.

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