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Hot topics - 17/03/2016

4 tips to strengthen your customer relationship using your hospitality software

relation client

Hotel PMS Sequoiasoft guest loyalty managementOnce you realise that conquering a new customer costs 5 times more than keeping hold of an existing customer, you get a good idea of just how important the customer relationship is. That's why we've compiled a few tips to transform your transient guests and OTA guests into regular customers, by taking advantage of certain features of your Sequoiasoft hospitality software.

Keep in touch with your customers

First tip: make full use of your customer database. Thanks to the preset message templates that come with Sequoiasoft software, it's easy to send personalised e-mails and SMS messages. This keeps you in touch with your clientèle and improves their customer experience from start to finish.

For example, send out a welcome message before your guests arrive, with an overview of their booking and some useful information about your hotel. Even better, you can include some recommendations on behalf of local partners and recommended tourist spots with whom you can negotiate rates in advance. Your guests will thank you!

As for more large-scale marketing campaigns, you have the possibility to export targeted data from Sequoiasoft hospitality software for transfer to specialist e-mailing or e-SMS software.

Reward loyalty for a successful customer relationship

Offer loyalty cheques to reward your customers for their loyalty. The concept is simple: customers accumulate points, which are transformed into loyalty cheques sent by e-mail or by post. Another very effective way of winning customer loyalty is to issue or send a discount code to be used for a future stay.

Send out satisfaction surveys and share reviews

hotel guests are influenced by the opinions of other travellers for customer relationship64%* of customers are influenced by the opinions of other travellers and take them into account when searching for their hotels. That's why Sequoiasoft hospitality software is interfaced with online satisfaction survey experts. Using these interfaces, e-mail surveys can be sent out automatically after the guest's departure. This means you can collect reviews and manage your online reputation in a simple way. You can choose which customer reviews you wish to share on external pages and social media, and publish them on your website.

Broaden your range with extras, special offers and packages 

Inform your customers right from the booking stage of the extras they can benefit from, such as table reservations at your restaurant, treatments at the spa, upgrades or even extra nights at a special rate. Additional products and services will not only generate revenue, they'll offer your clientèle a better quality of stay.

Find the hotel software that's made for you

* Source: Coach Omnium 2015