Insider: The Secret to Maximizing Guest Satisfaction Through Mobile Technology
By Don Hay, CEO, Digital Alchemy
Mr. Don Hay
Want to know just how connected are your guests are? Walk into any meeting room and look at the table in front of them. The majority of your guests are now checking email, surfing the web or texting before during and after their stay on their cell phone, Blackberry or Smartphone. These connections are completely integrated into their lives - and getting more important every day. As a personal example, I am writing this article on my Smartphone while on an Alaskan cruise. While probably doing things that are a bit less extreme, your guests are doing much the same.
Connectivity is at the center of their lives. You probably live it too. If you are away from your desk for just a few hours, you will return to several emails that require immediate attention. Away for a few days and you are likely to be overwhelmed. Smartphones reduce that problem.
My article “The Secret to Maximizing Guest Satisfaction Through Mobile Technology” in the Hotel Business Review discusses how you can prepare for and profit from your guest’s new connectivity. Guests now expect detailed and timely email related to their upcoming stay. A text-only email is not enough. They expect information about the area, weather and your property to be sent before they arrive. Some are using new on-phone applications to get timely information about their stay. An on-line comment card link in a thank you note after departure and bounce-back and subsequent email marketing are also welcome.
Yogi Berra once said, “Making predictions is really hard, particularly about the future.” Fortunately, your guests have shown you what they want the future to offer. Please read the accompanying article for some ideas about what they expect and how you can provide it while enhancing your bottom line.
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Don Hay
CEO
Digital Alchemy
dhay@data2gold.com
