Acquiring and retaining hospitality customers with surprise-and-delight rewards... James Nannos, Director of Hotel Sales & Partnerships for Stay Wanderful (a direct booking tool to increase guest conversion and provide surprise- and-delight rewards) j...
Show Notes
Acquiring and retaining hospitality customers with surprise-and-delight rewards…
James Nannos, Director of Hotel Sales & Partnerships for Stay Wanderful (a direct booking tool to increase guest conversion and provide surprise- and-delight rewards) joins John Matson and Bess Chapman in the MouthMedia Network studio powered by Sennheiser.
In this episode:
- How independent hospitality brands should think about retaining customers
- Independent hospitality chains don’t have a powerful distribution network
- Tangible guest rewards, differentiated experiences to guests, and then continuing conversation after the fact
- How can independents get in there and make a difference
- Most prefer experiences and benefits to points, most won’t get value out of points
- Personalizing small but highly perceived value rewards
- Most want to choose rewards
- If Stay Wanderful is in many properties, how that helps still customers choose a specific property
- Raising the bar of service won’t dilute the opportunity
- Stay Wanderful makes it look like a hotel is giving you the rewards, like a white label solution for that hotel
- The only business where customers are sleeping in palace of business—you must capture them while they are there
- Independent properties fighting uphill battle
- A fee-for-success model
- The importance of fining out the real decision-maker of a hospitality property or brand
- Why hotels are operating off of antiquating systems, integrating into an old tech stack
- The helpfulness of the Cornell network
- The impact of military methodology and experience on entrepreneurialism and how it connects with hotel business
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