In today’s world, filled with technology and different alternatives, if you want to reach your customers and connect with them, you need to provide them with options.
And this includes -and specially points towards- your communication.
Instead of sticking to a single communication avenue, be it email or phone calls, businesses now have the flexibility to engage with their guests through a myriad of platforms.
Whether it’s the familiar terrain of social media giants like Facebook and Instagram, the convenience of messaging apps like WhatsApp, or the instant responsiveness of a website’s live chat – the possibilities are endless.
But why? Is it worth it to spend time on more than one platform? The answer is yes. Not only from a brand perspective but also on the revenue angle.
In simpler terms, it’s like giving guests multiple doors to knock on instead of just one. Some folks like to ring the email doorbell, while others prefer tapping on the social media window. By offering these options, businesses show they care about how their guests want to communicate (and buy). It’s like saying, “we’re here for you, wherever you feel most comfy talking”.
It shows that you care about guests
By adopting a multi-channel communication strategy, your brand will show that they value their guests’ preferences and are committed to providing excellent customer service.
Guests appreciate when brands make an effort to communicate with them in a way that aligns with their personal preferences. This can contribute to a positive guest experience and enhance guest satisfaction.
For example, some guests may prefer to receive email updates regarding upcoming offers or promotions, while others may prefer to receive updates through WhatsApp. Some of them want to ask a question using Messenger while guests in other countries will use WeChat more.
By offering both options, businesses show that they recognize and respect individual preferences, making guests feel valued and cared for.
If you want to learn more about your guests, discover how to use hospitality data in this article.
You have more opportunities of being heard
It is clear that different guests have different habits and preferences when it comes to consuming information. If you only send out emails, you will miss out on the half of guests that don’t read emails and only check their WhatsApp messages.
By diversifying communication channels, your brand can reach a wider audience and ensure that their messages are seen and heard.
Guests have many options when it comes to choosing an accommodation. They are not the ones that have to adapt to your way of communicating. It is you who has to do it in order to gain their preference, their bookings and ultimately their loyalty.
You can choose channels depending on your intention
Multi-channel communication allows you to structure a guest journey where messages are assigned to different channels depending on the topic and the type of guests.
Not all messages carry the same level of importance or require immediate attention. With a multi-channel approach, you can assign urgent notifications to SMS, while official confirmations can be sent out using email.
This applies also to the different types of guests. If you know business travellers will handle all communication using their work email, you can plan all messages to be delivered via that channel. While in the case of Gen Zs, they might prefer WhatsApp as a way of more instant communication.
Although it might seem tiring and time consuming using more than one channel, the truth is that if you use the right tools, it won’t be. A multi-channel CRM, for example, will be the perfect tool to help you automate all your messages, no matter which channels you use. What’s even more beneficial, it will help you to create and automate entire guest journeys.
Read this: 7 steps to creating a guest journey for the first time
It makes you look more professional
Adopting a multi-channel communication approach can enhance a business’s professional image. By diversifying their communication channels, businesses showcase their adaptability and willingness to embrace new technologies.
This demonstrates that your property is keeping up with the changing dynamics of communication and is committed to providing the best possible experience for their guests.
Moreover, using multiple channels also allows businesses to maintain a consistent brand image across different platforms. Consistency in tone, messaging, and branding creates a sense of professionalism and reliability, making guests trust the business and its communication efforts.
Conclusion
Being multi-channel in hospitality brings several benefits in different aspects of the business. Not only will it help you to build stronger relationships with your guests and to deliver outstanding customer service but will also allow you to capture revenue and make sure your messages are reaching guests.
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