For restaurants and hotels, winning the minds and hearts of potential customers is increasingly about getting inside their minds and hearts. And this is where personalisation – the ability to use what you know about a customer to provide a tailored experience – comes in!
Personalisation within the hospitality industry is ever-growing. Today, customers expect you to engage them as individuals based on their unique preferences and taste. A dull, generic experience will only give your customers a negative impression of your business.
On the other hand, having a business that remembers, recognises, and provides consumers with relevant offers and recommendations will likely attract 91% of consumers.
This post will discuss why personalisation is becoming important in the hospitality industry and how to provide personalised experiences. Besides, you’ll learn how to use a POS system to improve your customer experience.
Let’s get into it…
Why It’s Becoming Important
Consumers now expect better customer experiences when venturing out, and personalisation is one solution to this problem. Yes, providing a tailored experience to every customer takes extra effort and time, but it brings innumerable benefits to your establishment.
Here are some of the benefits of a personalised experience for you and your customers:
Improve Your Reputation & Feedback
Customers will happily share lovely moments with family, friends, and online communities. Sharing positive reviews about your hotel online increases its reputation and credibility. They help convince other guests that your restaurant is perfect for them and will meet their expectations.
Attract Ideal Customers
Attracting your ideal customers in the crowded hospitality market can feel challenging – and yes, it is. So how can your establishment stand out? It’s simple: providing a personalised experience, tailored service, and relevant offers.
Adopting this approach means that the word about your restaurant’s unique style will spread, attracting guests who want exactly what you offer. The right customers will most likely have a pleasant experience at your restaurant and share the same with like-minded online community members and friends.
Delight Your Customers With A Tailored Experience
A personalised experience surprises and impresses your customers because they get what they love. As such, they remember the experiences you provide them, even the little things such as treats, birthday cake, or a dog bed. These minor details can be the difference between average and outstanding customer service.
How To Provide Personalised Experiences
With the advancement in technology, capturing your customers’ data is becoming much easier, and this can be used to your advantage. Every piece of data you pick can help you create a personalised experience for your customers.
Here are some examples of how you can add personalisation to your establishment…
Build Customer Profiles
A truly personalised customer experience begins with guest data. If your restaurant leverages such technologies as a point of sale system, all the data you need is already at your fingertips.
Your POS software allows you to collect data whenever a transaction is completed. The data you can collect using POS software includes customer stay history and contact details.
Send Pre & Post-visit Emails
I know; we are in the 21st century, but emails remain one of the most effective customer engagement tools. And with such systems as modern CRM, sending pre-and post-visit emails is almost effortless.
Pre-arrival emails play a crucial role in personalising the customer’s experience. You can use them to send surveys designed to find out more about customers’ needs and preferences. For instance, you can know your customers’ transportation and dietary needs.
After the customers’ interaction, you can use post-visit emails to increase loyalty and collect feedback to help you improve and personalise future visits. In the email, thank your guests and ask them for feedback.
Leverage A POS System
A point-of-sale (POS) system is a computerised network that processes and records payment transactions between a business and its customers. POS systems play a crucial role in the personalisation of customer experience. They improve the checkout performance and other retail processes.
The system also captures valuable customer data, including their ordering habits. From the purchase history analysis, the POS offers personalised discounts and packages that increase customer loyalty.
Tailor Offers & Add-ons
Offers and services relevant to your customers make their visit to your establishment more memorable. So, create offers and treats that appeal to your customer’s needs and preferences. You can also partner with local businesses to offer more personalised experiences.
What Next?
With hospitality businesses already using data to personalise their product offerings and communication, your restaurant needs to up its customer experience game. And this is where personalisation using Winpos systems comes in.
Here at Winpos, we provide you with a POS system that helps exceed customer expectations. It makes placing orders and paying for them seamless, improving your overall customer experience. To find a solution for your establishment, get in contact with us here.
