Customer experience in hospitality can be pretty tumultuous at the moment. Thankfully, email has long had a place in the customer experience. It can play a big part in boosting the customer engagement, regardless of current circumstances.
While email is no substitute for person-to-person contact, it can supplement the customer experience. Keeping your business front of mind via their inbox will get you more repeat bookings and visits, and it doesn’t have to be a chore.
Here are 3 types of email that can improve customer experience without costing you time
Thanks for visiting
This a simple email that can serve a couple of functions. It can work as a humble message from management to a recent customer to thank them for choosing to visit that venue.
This email is also a chance to ask for feedback and reviews. A “How was your visit?” email, with a thank you note, is a super-effective way to get more reviews and increase your overall score.
When a customer comes back, you can automate an email that acknowledges their return visit with another short message. While it might be different staff working when they return, automation technology can make sure repeat customers are remembered.
This short note of recognition will make repeat customers feel special, deepening that loyalty to your business. It also gives you a option to include a special offer, exclusive to repeat customers, that could increase their spend while rewarding them.
Although it requires some more detailed data capture, this email undoubtedly pays off for the extra effort. Again there are a couple of ways to use it:
A quick note to say “Happy birthday, have a great day!” keeps you connected with the customer and builds rapport, even when they’re not at the venue.
But the way many Stampede customers use this message to get covers and bookings is with a birthday offer. Some offer a free bottle of prosecco with a birthday booking, or a discount on the bill for tables of 6+ and it’s incredibly effective.
Arguably the best feature of these emails is that they can all be automated. Once the email is built it can be automatically sent to any customers when the time is right. There’s no need to constantly write emails and hit “Send”.