How does the hotel marketing manager maintain customers?
Marketing manager maintains customers and achieves these 9 points!
1) Learn to abandon invalid customers.
Some customers are invalid customers, such as some greedy and cheap customers who buy in groups. For these customers, enterprises should first think of changing, such as sending VIP cards and spending points. But if many marketing methods are unsuccessful, from a realistic point of view, we should give up. This is not to deliberately ignore a certain customer group, but not to spend too much energy on the management of old customers with weak spending power.
2) Pay attention to the lost old customers.
You can get a lot of information from the lost customers, so as to improve management. The loss of customers shows that the consumption value provided by enterprises to customers has declined, customers are dissatisfied with the value created by enterprises, and the value provided to customers is flawed in one or more aspects. Any mistake in these value activities will have a negative impact on the value created by hotel enterprises for customers.
3) Deeply understand the reasons for customer churn.
Only in this way can we find out the problems existing in business management, take necessary measures to prevent the loss of other customers, and sometimes we can urge the lost customers to buy our products and services again and establish a more stable cooperative relationship with our company. Calculate the "lifetime value" of each old customer to the enterprise to determine which customers should be recovered and which customers should give up, and then choose the right time to contact the right customers again, so that they can establish loyalty to the enterprise, products and services.
4) Take the initiative to accept customer complaints and make a positive response.
According to statistics, dissatisfied customers will complain to 1 1 person, and 95% of customers who get a satisfactory reply will become repeat customers.
5) Conduct customer satisfaction tracking survey on a regular basis. For customers who have already lost, it is necessary to analyze the reasons for the loss and find out the root of the problem.
For example, a hotel company requires the manager to write a detailed report for each lost customer.
6) Hotel enterprises should establish a good customer management system and pay attention to collecting the consumption information of old customers. If they find an old customer who hasn't spent once in two weeks, the manager should call to greet them and find out the reasons for their future consumption, so as to make timely adjustments.
7) It is best not to ask the phone number directly.
Many customers don't want to be disturbed, so they can leave their own QQ or micro signal for easy contact. There is a person who is responsible for the QQ and micro-signal management of old customers, and chats with old customers from time to time to increase emotions. If the customer spends less than three times a month, the manager can communicate with him through QQ and micro-signal about the reasons and opinions of infrequent consumption.
8) Send a message to inform the old customers at the first time.
Let the old customers feel respected, reflect the restaurant's concern for him, and stick to it even if they haven't spent for a long time, so as to save the customers' good impression on the restaurant.
9) For old customers who have not come to spend money, the hotel should insist on sending blessing messages on major festivals and birthdays every year. We can't ignore and manage these customers just because they will spend money in the future. As long as you persist, this part of the lost customers will come back to spend money.