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<h4 class="wp-block-heading" id="h-get-prepped-for-reopening"><strong>Get Prepped For Reopening</strong>!</h4>



<p>You’re probably well on with reopening preparation now that dates are in sight. One big part is meeting your customers’ changing needs, expectations and behaviour post-lockdown.</p>



<p>With that in mind, <strong><a href="https://www.restaurantdive.com/news/how-restaurants-are-bringing-tech-to-the-table-in-2021/594124/">digital tools and technology</a></strong> can ensure a <strong>successful reopening</strong> by providing contactless and safe interactions with your customers.</p>



<p>Here’s our quick tech-checklist to get you ready to welcome your customers again:</p>



<h4 class="wp-block-heading" id="h-technology-for-a-seamless-and-safe-service"><strong>Technology for a seamless and safe service</strong></h4>



<p><strong><a href="https://stampede.ai/blog/5-technology-tools-to-help-hospitality-reopen-after-lockdown/" target="_blank" rel="noreferrer noopener">Technology for hospitality businesses </a></strong>has evolved a lot over the past year. More and more businesses have digitalised parts of their operations:</p>



<ul class="wp-block-list"><li>Online ordering apps</li><li>Pay-at-table apps</li><li>Track and trace solutions</li><li>Digital and online menus</li><li>Digital loyalty and reward programs&nbsp;</li></ul>



<p>One thing these apps all have in common is the need for an internet connection You can go a step further and offer your customers free and user-friendly <strong>Guest WiFi</strong> rather than just a simple WiFi connection.&nbsp;This creates a smoother customer experience, and happier customers who are more likely to come back.</p>



<h4 class="wp-block-heading" id="h-guest-wifi-to-enhance-your-digital-customer-experience"><strong>Guest WiFi to enhance your digital customer experience</strong></h4>



<p>The best <strong>Guest WiFi systems</strong> work with a one-off login and will automatically remember your customers when they make that return visit.&nbsp;</p>



<p>In addition, you can use your Guest WiFi to push customers directly to your apps on their phones, and also as part of your <a href="https://stampede.ai/blog/making-track-and-trace-easier/" target="_blank" rel="noreferrer noopener"><strong>Track and Trace system</strong>.</a> No need for your customers to download or scan any QR codes. They simply need to connect to your WiFi to get registered, something they are well familiar with. Another tick for frictionless customer experience post-lockdown!</p>



<p>The secret superpower of Guest WiFi is that can also help you <strong>grow your customer database</strong>. This means you can contact more customers with news and promotions, to bring them back time and again. More contacts, more visits, more revenue. It&#8217;s that simple.</p>



<h4 class="wp-block-heading" id="h-keep-the-outdoor-connected"><strong>Keep the outdoor connected</strong></h4>



<p>For the first couple of weeks, all the focus is on our outdoor dining and drinking spaces. In many venues, this will be a new or larger-than-before space.</p>



<p>Therefore, reliable <strong><a href="https://stampede.ai/blog/keep-the-outdoor-connected/" target="_blank" rel="noreferrer noopener">outdoor WiFi coverage</a></strong> is a necessity to support all your different apps. Make sure to check for poor connectivity or blind spots in your (new) outdoor area. Without a stable connection, your <strong>customer’s (digital) experience</strong> will suffer and most likely influence their next dining choice.</p>



<h4 class="wp-block-heading" id="h-what-s-next"><strong>What’s next?&nbsp;</strong></h4>



<p><strong><a href="https://stampede.ai/how-it-works/wifi/" target="_blank" rel="noreferrer noopener">Guest WiFi</a></strong> contributes to a better customer experience, through safety, connectivity and ultimately &#8211; happiness. If you need guidance on a seamless Guest WiFi in your venue <strong><a href="https://stampede.ai/company/#contact" target="_blank" rel="noreferrer noopener">get in touch </a></strong>and we’ll be happy to help you get set up.</p>


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All Hospitality Apps Need This One Thing To Work Well


<p>We all know <a href="https://stampede.ai/blog/the-power-of-reviews-and-recommendations/"><strong><mark style="background-color:rgba(0, 0, 0, 0)" class="has-inline-color has-primary-1-color">how important online reviews</mark></strong></a> are in marketing, especially for local businesses. Most customers don’t head into a store or restaurant these days without browsing a company’s Google and social media reviews first.&nbsp;Though, lots of businesses struggle on how to respond to positive and negative customer reviews.</p>



<hr class="wp-block-separator has-alpha-channel-opacity"/>



<p>It’s estimated that a total number of <a href="https://www.oberlo.co.uk/blog/online-review-statistics"><strong><mark style="background-color:rgba(0, 0, 0, 0)" class="has-inline-color has-primary-1-color">89% of consumers look for online reviews</mark></strong></a> before making a purchase. <strong><a href="https://www.oberlo.co.uk/blog/online-review-statistics"><mark style="background-color:rgba(0, 0, 0, 0)" class="has-inline-color has-primary-1-color">54% of a potential customer base will form an opinion</mark></a></strong> about a local business after reading just 4 reviews.</p>



<p>Just one good review has the potential to draw in a line of new customers. Bad reviews – well, they just hurt. Sometimes, they are a true reflection of your business and at other times, they arise from a one-time misunderstanding. Sometimes they’re just downright cruel.&nbsp;</p>



<p>Reviews are going to happen whether you want them to or not. The good news, however, is that if you <strong>respond correctly</strong>, even a bad review can do you justice.&nbsp;</p>



<p>Before we start discussing “how” to respond to a review, let’s quickly place emphasis on “why” one should respond.</p>



<h4 class="wp-block-heading" id="h-why-should-local-businesses-respond-to-online-reviews"><strong>Why Should Local Businesses Respond to Online Reviews?</strong></h4>



<p>Marketing has evolved from one-way communication to a mutual conversation. This is because social media has turned marketing into a “social” entity.&nbsp;</p>



<p><strong>Let’s look at the following as an example:</strong></p>



<p>If a customer came up to you and complimented you on your store, would you give them a blank stare? And if someone complained about your management, would you walk away and brush them off?</p>



<p>Your answer is very likely going to be a hard “no”.&nbsp;</p>



<p>So, why would one ignore a comment on a social platform (social being the operative word)? By engaging your customers with a response, even if their message is a negative one, you show them that <strong>you care about what they are saying</strong>. </p>



<p>A <strong>thoughtful response</strong> not only satisfies the reviewer, but the rest of your audiences will appreciate the respect that you are reflecting onto them. And like we mentioned above, it’s at this point that a negative review can quickly be turned into one that gives your brand an excellent public image.&nbsp;</p>



<h4 class="wp-block-heading" id="h-how-to-respond-to-a-negative-online-review"><strong>How To Respond To A Negative Online Review?</strong></h4>



<p>We’re starting with “<strong>how to respond to negative reviews</strong>” because they are the hardest to react too.&nbsp;</p>



<p>We don’t like to be slandered and when someone throws hurtful words at our beloved businesses (even if there is some truth to their words), but it’s our human nature to react emotionally. Reacting emotionally, however, is what can get us into more hot water. </p>



<p>This means that the very first step in responding to a negative review is to take a deep breath and gather your wits. &nbsp;</p>



<p><strong>Then, you can work on your response by:</strong></p>



<ol class="wp-block-list">
<li><strong>Addressing the reviewer. </strong>First and foremost, you want to avoid generic responses that begin with “Dear Customer” at all costs. Instead, make your message a personal one by addressing the reviewer individually.</li>



<li><strong>Say thank you. </strong>Thanking someone’s candour shows respect. It will make the individual who left the review feel more valuable. A simple acknowledgement like this might already change their opinion on your business.&nbsp;</li>



<li><strong>Apologise and sympathise. </strong>Apologising shows that you care about your customers and that you’re not too proud to own up to your mistakes. Even if you are not in the wrong, say sorry anyway – because, in essence, you should be sorry that your customer feels that way. People don’t like businesses that are too perfect or too proud to apologise.</li>



<li><strong>Take responsibility.</strong> Sometimes you just have to put on those “big-boy-boots” and take responsibility. Don’t make excuses (even if you do have reasonable ones), simply acknowledge your customer’s experience and provide reassurance that you will try your best to hold yourself to high standards in the future.</li>



<li><strong>Make things right.</strong> By making things right, you will prove to the reviewer and the audiences that read your reviews that you take their feedback and your business seriously. When you communicate changes and improvements, you stand the chance of winning the customer/s over and gaining their trust in you once again. &nbsp;</li>



<li><strong>Take the issue offline.</strong> Once you have left a response for all to see, it’s best to try and continue the discussion with the reviewer offline. This allows you to further resolve their complaint.&nbsp;</li>
</ol>



<p>Here is an example of a response to a negative review using the advice we have provided above:</p>



<p>&#8220;<em>Dear John. Thank you for bringing this to our attention. We’re so sorry that your experience did not match your expectations. </em></p>



<p><em>We are typically renowned for our meticulous attention to detail, and we regret that we missed the mark. Our team would like to assure you that we will work on improving our standards to avoid disappointment in the future. </em></p>



<p><em>We would like the opportunity to investigate your feedback further. Please could you contact us at [Email Address]?</em>&#8220;</p>



<h4 class="wp-block-heading" id="h-how-to-respond-to-a-positive-online-review"><strong>How To Respond To A Positive Online Review</strong></h4>



<p>Ending off on a sweeter note, positive reviews will make any business owner’s day. It’s just <strong>good manners to say thank you</strong> when someone compliments you. A response such as this, for example, will go a long way:</p>



<p><em>“Thank you, Sarah, for your lovely review. Our team appreciates your feedback. We hope you can join us again soon!”&nbsp;</em></p>



<p>Remember, your response to a positive review may be intended for one specific individual, but when it comes to Google and social media platforms, thousands of other individuals will be reading what you write. This means that you need to seize the opportunity to reinforce the positive and show your audiences that you appreciate their feedback and loyalty.&nbsp;</p>



<p>To end, we have one final piece of advice. Always <strong>respond to reviews as soon as you can</strong>. The sooner you can rectify a problem or show your gratitude – the better!</p>



<p>If you have been stuck with some bad feedback lately, try this <a href="https://stampede.ai/get-reviews#reviews-calculator"><mark style="background-color:rgba(0, 0, 0, 0)" class="has-inline-color has-primary-1-color"><strong>review calculator</strong></mark></a> we built. It works out how many 5-star reviews you need to get your score back to where you want it. </p>


How to Respond to Positive and Negative Online Reviews [Updated for 2022]

<p>The acceleration of technology over the last decade has left <a href="https://stampede.ai/blog/a-guide-on-current-hotel-industry-challenges/"><span style="text-decoration: underline;">no industry untouched</span></a>. With an explosion of online travel agencies (OTAs) creating both opportunities and threats for independent hotels. The process that many customers now use to choose and book a stay away from has changed beyond all recognition. There are still ways to encourage direct bookings vs OTAs and plenty of reasons to do so, which we will explore in this article.&nbsp;</p>







<p>On the one hand, OTAs offer a unique channel for promotions and market access. The volume of traffic they command gives independent hotels the opportunity to get offers out in front of thousands of potential customers who might never otherwise encounter their service. </p>



<p>On the other hand, competition is often ferocious. Many independent hotels find this becomes a disheartening “race to the bottom”. The only winners in this scenario are those willing to cut their profit margins to the bone. With some operators apparently willing to boost occupancy at almost any cost.&nbsp;</p>



<p>The obvious benefit of direct bookings is the fact you won’t have to pay a commission to a third party. It’s all between you and the customer, giving you far more scope to make a healthy profit. Also, you have full access to your customers&#8217; data, which otherwise would stay with the OTA. Allowing you to get back in touch with your guests.</p>



<p>With this in mind, let’s explore some tried-and-tested ways that you can boost your direct bookings and drive up profits for the months ahead. </p>



<p><strong>Further reading:</strong> <a href="https://stampede.ai/blog/new-tech-friend-or-foe-for-independent-hotels/"><span style="text-decoration: underline;">https://stampede.ai/blog/new-tech-friend-or-foe-for-independent-hotels/</span></a></p>



<h4 class="wp-block-heading"><strong>User-test your website</strong></h4>



<p>Did you know that <span style="text-decoration: underline;"><a href="https://www.edhotels.com/80-hotel-bookings-made-mobile-devices/">up to 80%</a> </span>of hotel reservations are made from mobile devices? Despite this statistic, many hotel websites make it difficult to make an online reservation from a phone. User test yours to make sure that you can easily and quickly make a reservation from your smartphone &#8211; if you’re not getting as many direct bookings are you would expect, this could be a prime reason.&nbsp;</p>



<p>Customers are increasingly impatient. If your website isn’t properly optimised for mobile or lacks a touchscreen-friendly booking engine, then they will abandon their attempt to reserve a room at the first hurdle. Similarly, test that your website loads quickly. As many as <span style="text-decoration: underline;"><a href="https://www.pegs.com/blog/10-reasons-why-hotels-must-embrace-mobile-optimization/">49% of visitors</a> </span>will abandon your website if it doesn’t load within 8-10 seconds.&nbsp;</p>



<p>Finally, the phone number on your website should be a clickable link for mobile users. So that they can call you with one touch rather than having to dial the number manually. Again, the easier you make it for people to get in touch with you, the more calls you will get. It sounds simple, and it is… But it’s surprising how many don’t take this basic step of testing their website <em>as a customer would have to use it</em>. </p>



<p>Make sure that you check your website from a user perspective regularly. At least once per month &#8211; and it should also be the first thing you do if you notice a sudden fall in direct bookings that wasn’t expected.&nbsp;</p>



<h4 class="wp-block-heading"><strong>Make full use of Google My Business</strong></h4>



<p>Speaking of resources that are often not taken full advantage of. Have you registered your hotel on <span style="text-decoration: underline;"><a href="https://www.google.com/intl/en_uk/business/">Google My Business</a>?</span> It’s free, and it’s packed with a host of tools that you can use to help you get more visitors to your website. Ultimately, more direct bookings as a result. Not only will visitors to your area see a full detailed listing on your business when they search for “hotels” within Google Maps, but you can also display special offers, weekly menu updates, photos, and much more.&nbsp;</p>



<p>Again, although this tool is available to all hotels, it’s surprising how many don’t take full advantage of it. Make your Google My Business page a “favourite” on your browser and set a weekly reminder to add new content to it. Respond to reviews that you receive; even negative ones can be turned to your advantage with a little skill.&nbsp;</p>



<p>Keeping your Google My Business page updated with seasonal opening times, latest menus and special offers will boost the overall traffic your website receives. As well as increasing it’s SEO ranking (increasing the likelihood of getting to that coveted front-page-of-Google result for certain keywords!)&nbsp;</p>



<h4 class="wp-block-heading"><strong>Take advantage of changing habits by using Influencer Marketing</strong></h4>



<p>People’s leisure habits have changed remarkably over the last decade. In 2011, traditional TV consumed over 4 hours of time per day on average, whereas social media consumed just 90 minutes. By 2021, it is estimated that this statistic will have been turned on its head. With traditional TV relegated to less than one hour per day, and social media accounting for over 3 hours!&nbsp;</p>



<p>You can take advantage of this change by utilising <a href="https://goatagency.com/"><span style="text-decoration: underline;">Influencer Marketing</span></a>. This method of getting your hotel’s brand in front of a new audience allows you to micro-target very specific demographics. It can often be surprisingly cost-efficient when compared to other forms of advertising. Best of all, you can tie in a special offer to your influencer marketing campaign. This allows you to accurately measure the exact return on investment.&nbsp;</p>



<p>This marketing route lifts you right out of the run-of-the-mill comparisons that afflict OTA websites and allows you to package a stay at your hotel as an experience in its own right, rather than just a convenient stopping-off point to grab a quick sleep before heading out again.&nbsp;</p>



<h4 class="wp-block-heading"><strong>Capture the email address of drop-in visitors &#8211; and turn them into repeat customers!&nbsp;</strong></h4>



<p>Did you know that a major source of direct bookings could be literally walking in (and out) of your front door as you’re reading this? Every day, people use your reception and bar/restaurant for business meetings, as a place to catch up with their emails or grab an after-work drink with colleagues. By utilising <span style="text-decoration: underline;"><a href="https://stampede.ai/blog/how-marketing-with-wifi-benefits-your-business/">WiFi marketing</a>,</span> you can capture their email address and entice them to return with some carefully selected offers. </p>



<p>Want to learn more about WiFi Marketing? Get in touch.</p>



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<p>These drop-in visitors could be your best source of direct bookings, as they already know the location of your hotel. They have had a chance to sample your friendly, efficient service. Thus, they are more likely to be tempted to return by an offer of a free extra night or a free room upgrade. Best of all, when you email these previous visitors, you are not competing with anyone else for their attention. You have direct access to their inbox, and a <a href="https://stampede.ai/blog/email-marketing-tips-for-the-hospitality-industry/"><span style="text-decoration: underline;">carefully-crafted email campaign</span></a> can be used to woo them to return again, and again!&nbsp;</p>



<h4 class="wp-block-heading"><strong>Bringing it all together&nbsp;</strong></h4>



<p>We’ve explored four different methods, from basic to advanced, for helping balance the volume of direct vs. OTA bookings your hotel receives. While the proliferation of online competition might appear disheartening for independent hotel owners, there are ways you can turn the tide in your favour. Which combination will<em> you</em> choose to make your next year more profitable and rewarding?</p>



<p><strong>Further reading:</strong> <a href="https://stampede.ai/blog/10-tips-on-nurturing-customer-loyalty-in-the-hotel-industry/"><span style="text-decoration: underline;">https://stampede.ai/blog/10-tips-on-nurturing-customer-loyalty-in-the-hotel-industry/</span></a></p>



<p>Stay tuned for more articles to help you grow your business. Or join our email list to make sure you never miss out.&nbsp;</p>

Direct Vs. OTA Bookings – Getting the Right Balance for Independent Hotels

Introducing AI Segments for Marketing

A more effective ways to run Meta ads for hospitality

4 Ways CRM Data Can Be Used in Day-to-Day Service by Your Staff

How to Use Segmentation to Increase Guest Engagement in Hospitality

Introducing Quick Campaigns

Snap Box – Stampede Network Application

Stampede-Meta Audience Connect: Simplifying multi-channel marketing strategies

A new kind of marketplace for hospitality apps

October Update – 3x Faster Guest WiFi and more

New Features & Updates – September 2023

New research has revealed Brits only try new food and drink venues 1-2 times a year

<p>In a <a href="https://stampede.ai/blog/a-guide-on-current-hotel-industry-challenges/"><span style="text-decoration: underline;">previous article</span></a>, we talked about nurturing and ensuring guest loyalty being one of the top challenges in the hotel industry at present. With customers quick to go elsewhere if hotels don’t offer them their ideal experience, and painfully high expectations, loyalty is hard to win and easy to lose. There are many tips and tricks for increasing loyalty in hotel customers, such as <a href="https://stampede.ai/"><span style="text-decoration: underline;">WiFi marketing for hotels</span></a>. So what are the top ways to do to it?</p>







<h4 class="wp-block-heading"><strong>First impressions and consistency</strong></h4>



<p>It’s an old saying but first impressions count. You need to get your branding spot on from the moment someone comes in to contact with your hotel (on or offline). You must then continue with utmost consistency through every experience they have with you.</p>



<h4 class="wp-block-heading"><strong>Meet all general expectations without question</strong></h4>



<p>There is no room for second chances in the hotel world today. Everything from perfect housekeeping through to seamless check-in processes needs to be done correctly 100% of the time. A guest will never return if you can’t get the basics right.</p>



<h4 class="wp-block-heading"><strong>Offer incentives and offers at the right time, in the right way</strong></h4>



<p>It’s not enough to offer generic offers. Offers need to be tailored to the individual. They then need to be given at the right time, when they are most likely to be acted on. Furthermore, you need to deliver them in the way which most likely prompts a response, such as physical coupons, text message offer codes or email promotions.</p>



<h4 class="wp-block-heading"><strong>Get personal</strong></h4>



<p>Personalisation is perhaps one of the biggest opportunities to boost loyalty in hotel guests. We all like to be treated as individuals and that should be your aim, no matter how large your hotel business is.&nbsp;</p>



<p>To do this you’ll need to understand your customer. This requires hotel customer data. Collect this data right in the moment using your <a href="https://stampede.ai/product/how-it-works/"><span style="text-decoration: underline;">hotel’s WiFi login page</span></a>. It’s clever and will give you the information you need to personalise a guest’s stay. For example, this may allow you to leave a gift for a birthday or a bottle of fizz for an engagement.</p>



<p>Our marketing software allows you to collect these valuable guest data.  It provides you with analytics and tools to turn one-time visitors into loyal customers. Why not give it a try at your hotel?</p>



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<h4 class="wp-block-heading"><strong>Get big</strong></h4>



<p>You don’t just need the microdata on the individual, but you’ll also be able to nurture loyalty by utilising big data. <span style="text-decoration: underline;">Big data </span>allows you to look at the bigger picture of patterns and preferences in your guests including things such as seasonal fluctuations or health suite usage by different customer types. This allows you to move on to bolster your strengths and mitigate your weaknesses.</p>



<h4 class="wp-block-heading"><strong>Segment your marketing activities</strong></h4>



<p>It’s not enough to just offer incentives or send out generic marketing messages. With the right data at your fingertips, you can <a href="https://stampede.ai/blog/email-marketing-tips-for-the-hospitality-industry/"><span style="text-decoration: underline;">segment your marketing activities</span></a>. This way you can offer the right incentives to the right individual.&nbsp;</p>



<p>For example, offer a pleasure traveller with a family a free hour in your business centre and you’ll make them feel uncared for. Yet offer that same incentive to a business customer who you know uses the business centre and you’ve got a hook.</p>



<h4 class="wp-block-heading"><strong>Make the guest experience a priority</strong></h4>



<p>We are in the age of experiences. Millennials are the future of travel. <span style="text-decoration: underline;"><a href="https://www.globalwebindex.com/millennial-statistics-1?utm_campaign=Reports&amp;utm_source=ppc&amp;utm_medium=google&amp;utm_term=millennials-2019&amp;utm_content=millennials-2019&amp;utm_source=ppc&amp;utm_medium=ppc&amp;utm_term=millennial%2520generation&amp;utm_campaign=GWI+-+US+-+EN+-+Beauty+Buyers+-+Cosmetic+Industry+-+BMM&amp;hsa_kw=millennial%2520generation&amp;hsa_grp=77486027452&amp;hsa_net=adwords&amp;hsa_acc=9903771596&amp;hsa_cam=2037591804&amp;hsa_tgt=kwd-1319018645&amp;hsa_src=g&amp;hsa_mt=b&amp;hsa_ad=355840759592&amp;hsa_ver=3&amp;gclid=Cj0KCQiA5dPuBRCrARIsAJL7oejriihIzJwvxgfkkSvaIimndCeKsiesfG-uFbkZJnIrcf6x4SFNfboaAgTqEALw_wcB">Millennials value experiences</a> </span>in a way generations before them tended to value things. Indeed, many argue that it is this drive for experiences that has <a href="https://skift.com/2019/04/30/airbnb-experiences-makes-growth-a-priority-over-all-else-executive-says/"><span style="text-decoration: underline;">fuelled the popularity of Airbnb</span></a>, a major disruptor to the hotel sector.</p>



<p>Therefore, it is absolutely crucial that hotels focus unrelentingly on the guest experience and how they can improve it.&nbsp;</p>



<p>The guest experience begins long before check-in. From how you communicate about bookings through to interaction during their stay with you, you build a positive experience rooted in trust. Guest experience also involves helping them to enjoy their stay through everything from information on local events or places to eat.</p>



<h4 class="wp-block-heading"><strong>Use loyalty programs that guests care about</strong></h4>



<p>With many loyalty programs, guests simply ‘make do’. They accept what you offer and it doesn’t necessarily nurture loyalty. Back with our millennials, <a href="https://www.hospitalitynet.org/opinion/4091173.html"><span style="text-decoration: underline;">68%</span></a> show loyalty to a hotel which offers the most rewards.&nbsp;</p>



<p>So make a more <a href="https://stampede.ai/blog/building-customer-loyalty-with-blackbx/"><span style="text-decoration: underline;">conscious loyalty program</span></a> by considering what your guests actually want. You can then reward their repeat stays in a more meaningful way.</p>



<p>Furthermore, structure your loyalty program in a way which rewards your guests in both the short and long term. You need to entice them to make the next booking but you also need to lure them in longer to coming back again and again.</p>



<p>Don’t forget to reward those most loyal customers for leaving reviews too.</p>



<h4 class="wp-block-heading"><strong>Use the right technology and with confidence</strong></h4>



<p>Nothing will undermine a guest’s loyalty to you like a data breach or technology which doesn’t work as they expect it to. From smooth booking and check-in processes through to in-room smart features, your technology needs to be safe and secure as well as intuitive and user-friendly.</p>



<h4 class="wp-block-heading"><strong>Exceed customer expectations</strong></h4>



<p>You need to go beyond what your customers expect and deliver them an experience which exceeds their expectations. Again, you’ll need to understand your guest to be able to achieve this.</p>



<p>Exceeding expectations may involve things such as remembering a specific request, follow-up emails containing thanks and rewards, to unexpected gifts in the room.&nbsp;</p>



<p>Nurturing customer loyalty is a vital strategy for success in your hotel. Remember, it’s easier to keep a customer than to win a new one, so it’s really worth the effort.</p>



<p>Want to learn a bit more about the importance of customer loyalty?</p>



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10 Tips on Nurturing Customer Loyalty in the Hotel Industry

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<h3 class="wp-block-heading">+ £15,800 marketing ROI</h3>



<p>Trackable ROI from personalised marketing campaigns.</p>
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<h3 class="wp-block-heading">GDPR compliant</h3>



<p>Totally secure data collection and marketing processes.</p>
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<div class="wp-block-media-text alignwide is-stacked-on-mobile"><figure class="wp-block-media-text__media"><img loading="lazy" decoding="async" width="340" height="340" src="https://stampede.ai/wp-content/uploads/2021/03/Lane7-icon2-340x340-1.png" alt="case study icon growth graph" class="wp-image-19670 size-full" srcset="https://website-backend.stampede.ai/wp-content/uploads/2021/03/Lane7-icon2-340x340-1.png 340w, https://website-backend.stampede.ai/wp-content/uploads/2021/03/Lane7-icon2-340x340-1-300x300.png 300w, https://website-backend.stampede.ai/wp-content/uploads/2021/03/Lane7-icon2-340x340-1-150x150.png 150w, https://website-backend.stampede.ai/wp-content/uploads/2021/03/Lane7-icon2-340x340-1-96x96.png 96w, https://website-backend.stampede.ai/wp-content/uploads/2021/03/Lane7-icon2-340x340-1-16x16.png 16w, https://website-backend.stampede.ai/wp-content/uploads/2021/03/Lane7-icon2-340x340-1-100x100.png 100w, https://website-backend.stampede.ai/wp-content/uploads/2021/03/Lane7-icon2-340x340-1-60x60.png 60w, https://website-backend.stampede.ai/wp-content/uploads/2021/03/Lane7-icon2-340x340-1-90x90.png 90w" sizes="auto, (max-width: 340px) 100vw, 340px" /></figure><div class="wp-block-media-text__content">
<h3 class="wp-block-heading">Over 17,500 contactable customers</h3>



<p>Growing their mailing list with automated data capture.</p>
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<h3 class="wp-block-heading">98% marketing opt-in rate</h3>



<p>Building an engaged customer database to support marketing efforts.</p>
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<h1 class="wp-block-heading">Overview</h1>



<p>Mele Group is a family-run restaurant group that currently operates 3 Italian restaurants and one pub in the London area. Their venues aim to create an authentic feel from the traditional Northern Italian Trattorias and are popular amongst both locals and visitors.</p>



<p>Mele Group uses&nbsp;<strong><a href="https://stampede.ai/how-it-works/">Stampede</a></strong>&nbsp;to grow their mailing list and build a loyal customer base through targeted marketing.</p>
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<h2 class="wp-block-heading">The Challenge</h2>



<p>Most hospitality venues offer free WiFi access. Whilst this benefits the customers, businesses are often missing out on a massive data capture opportunity that comes with it.</p>



<p>As Chris Hughes, Co-Owner of the Mele Group describes, before Stampede: “There wasn’t a real strategy for capturing people’s email addresses. But I was seeing&nbsp;<strong>data capture done through WiFi</strong>&nbsp;more and more in other venues.”</p>



<p>Mele Group used to get their customer details mainly through competition entries and via their website, which left them with a rather slow-growing database.</p>
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<figure class="wp-block-pullquote"><blockquote><p>&#8220;<strong><strong><em>The more I use Stampede, the more it makes my life easier.</em></strong></strong>&#8220;</p></blockquote></figure>



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<p>“Stampede will ultimately help me get more in touch with my customers, which is crucial. It will help me market the restaurants in a more sophisticated way. Especially as we grow, Stampede is invaluable for our restaurants.”</p>
<cite><strong><strong>Chris Hughes</strong>&nbsp;–</strong> Co-Owner, Mele Group<strong><br></strong></cite></blockquote>
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<h2 class="wp-block-heading" id="h-the-solution">The Solution</h2>



<p>Since implementing&nbsp;<strong><a href="https://stampede.ai/how-it-works/wifi/">Stampede Guest WiFi</a></strong>, Mele Group has grown a&nbsp;<strong>database of over 17,500 records</strong>&nbsp;within 5 months. As Chris says: “It’s a completely new datastream that I’ve never had access to before.” The increased amount of data helps them better connect with their customers and increase repeat visits.</p>



<p>On top of that, they were able to&nbsp;<strong>boost their Instagram following</strong>. Customers that have logged in to their WiFi are automatically redirected to their Instagram accounts, making it as straightforward as possible for customers to follow them.</p>



<p>Mele Group also switched over from Mailchimp to Stampede to manage their email marketing. As Chris acknowledges: “I’m very happy with Stampede, it seems&nbsp;<strong>more sophisticated than Mailchimp</strong>. Writing newsletters and doing segments is pretty straightforward, I prefer it to Mailchimp which took longer to get used to.”</p>



<p>Mele Group saw a&nbsp;<strong>+£15,800 return visit ROI from 9 email campaigns</strong>&nbsp;promoting their regular events, such as their popular Supper Clubs.</p>



<p>When it comes to customer feedback, manually asking for reviews is time-consuming, so in addition to regular campaigns, Chris is also using&nbsp;<strong>automated emails to get them more reviews</strong>. For this, customers automatically receive a review request post-visit. Having this part of their business run on autopilot is another time-saving gem.</p>
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<h2 class="wp-block-heading">Coming Up</h2>



<p>Mele Group have recently sent their first&nbsp;<strong>SMS birthday offer campaign</strong>&nbsp;to customers using Stampede.&nbsp;“Customers are now happy to receive text messages and they’re responding to them. I’m keen to see the impact”.&nbsp;</p>



<p>Looking ahead, Chris is certain that&nbsp;“the more I use Stampede, the more it makes my life easier.”</p>
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<figure class="wp-block-image size-large"><a href="https://stampede.ai/wp-content/uploads/2022/09/Screenshot-2022-09-15-at-12.02-1-1.png"><img loading="lazy" decoding="async" width="1024" height="926" src="https://stampede.ai/wp-content/uploads/2022/09/Screenshot-2022-09-15-at-12.02-1-1-1024x926.png" alt="Mele group small III" class="wp-image-22216" srcset="https://website-backend.stampede.ai/wp-content/uploads/2022/09/Screenshot-2022-09-15-at-12.02-1-1-1024x926.png 1024w, https://website-backend.stampede.ai/wp-content/uploads/2022/09/Screenshot-2022-09-15-at-12.02-1-1-300x271.png 300w, https://website-backend.stampede.ai/wp-content/uploads/2022/09/Screenshot-2022-09-15-at-12.02-1-1-768x695.png 768w, https://website-backend.stampede.ai/wp-content/uploads/2022/09/Screenshot-2022-09-15-at-12.02-1-1-1200x1086.png 1200w, https://website-backend.stampede.ai/wp-content/uploads/2022/09/Screenshot-2022-09-15-at-12.02-1-1-150x136.png 150w, https://website-backend.stampede.ai/wp-content/uploads/2022/09/Screenshot-2022-09-15-at-12.02-1-1-592x536.png 592w, https://website-backend.stampede.ai/wp-content/uploads/2022/09/Screenshot-2022-09-15-at-12.02-1-1.png 1449w" sizes="auto, (max-width: 1024px) 100vw, 1024px" /></a></figure>
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Mele Group