It’s a bold statement but I would say that nowadays venues are all the same. Apart from things you can’t change, like location, capacity and preference, most event spaces are very similar. This leaves one thing that we can change, and that is the thing that helps us confirm more bookings. That is the experience your guests have with your brand.
I believe the term ‘Guest Experience’ should incorporate the entire process. From the marketing material people see online, to the phone call they make to enquire, then all the way through to the post-event follow up. Every single point of contact should prove to your guest that you care about what is important to them, you know what you are doing, and it should ooze your brand.
The main way that improving your guest experience can increase your bottom line is repeat business. Today, people don’t just want to buy something, they want to have an experience. And if you give them the right experience, people will stay loyal to you because they share emotions with your brand. It has been proven that companies that invest in improving their customer experience have seen a 42% improvement in customer retention. *
Another way that will help your profit is creating brand ambassadors. If people love the experience they get and the emotions they feel at your venue, they will shout about it! People love to tell a story and the more positive emotions you can bubble up in your clients, the more stories they will tell. Nothing beats an enquiry like a enquiry that has come from a recommendation. It’s pretty much in the bag already!
Another way that will help your profit is creating brand ambassadors. If people love the experience they get and the emotions they feel at your venue, they will shout about.
Venues all over the country are trying to improve their guest experience. There are some pioneering ideas, such as a number plate recognition machine when guests arrive so that the Doorman knows the name of the person when they get out the car. And there are some bog-standard ideas that we thought were innovative once but that everyone does now, such as keeping track of regular guest’s birthdays and giving them a birthday present.
Either way, it is important to make sure you are being inventive and fresh when it comes to your Guest Experience. It’s one of the few things that keep you apart from the competition.
What are your thoughts? I would love to hear them. Get in touch if you have any ideas to improve the guest experience, or if you are doing something that works really well.
[bctt tweet=”Everyone knows how important a positive customer experience is for your business’ reputation, but have you ever wondered how much it actually improves your bottom line? Take a look to find out now! ” username=””]
