How to manage your customer resources?

First, choose the right target market.

1. Hotels cannot occupy and satisfy every tourist market. So classify your customers into: a. Enterprises, units and individuals who are willing to establish long-term friendly agreements with hotels, and prospective customers who can bring the greatest benefits to hotels every time they spend regularly. B. Sub-standard customers such as units, groups or individuals who are willing to cooperate with the hotel for a long time and spend regularly. C. Non-licensed customers such as units, groups or individuals who like to compare and choose among peers and like to try, but spend less times and people.

2. The products that the hotel can provide are, in the final analysis, services. And the service is done by people. When classifying customer resources, we should carry out meticulous, careful, regular and long-term marketing afterwards with respect and gratitude. For example: holiday SMS greetings, regular telephone calls, and key field trips. Over time, the relationship between account managers will be transformed into the relationship between mature people and friends. In the end, it will be promoted from consumption to respect and recognition, and even form consumer behavior habits.

Second, understand customer needs and create customer satisfaction.

1. The needs of customers are diverse and difficult to understand. Because the customer will not clearly tell the hotel his needs, it may be that the customer lacks consumption experience and is not good or convenient to express. Therefore, in the reception process, we must find out the needs and hobbies of the guests and file the information. Next time you come to the store, serve him better and try to satisfy him (her). Therefore, hotel marketing representatives should pay attention to constantly studying customers' needs, develop products and services that can meet customers' needs, create characteristics, and strive to do better than competitors in the same file, thus attracting customers.

It is very important for hotel marketing representatives to satisfy customers. Imagine that the marketing representative keeps attracting customers through various means, but the hotel is losing customers because of service problems. The business of killing two birds with one stone will definitely make the hotel go into recession, because the more customers it attracts, the faster the loss will be. Therefore, the marketing representative should do a good job of filling the position and follow up the service all the time, including every detail, from the guest to the store, check-in to the final check-out. When the guest regards you as a problem solver, then you should regard the guest's needs as your main task, solve the problem for the guest, and be his or her full-time guide and assistant.

Third, establish a good relationship and constantly collect customer suggestions.

1. Research shows that it usually takes five times longer to attract a new customer than to keep an old one. In order to prevent customer churn, the key is customer satisfaction, because satisfied customers will:

A: More visits and high loyalty to the hotel.

B, willing to feel the new products recommended by the hotel.

Take the initiative to speak well of the hotel to people around you and help the hotel introduce other guests.

D. Ignoring the advertisements of competing hotels and being insensitive to prices.

E. I am willing to give some good suggestions to the hotel as an old friend.

F. Compared with new customers, marketing expenses and service costs are reduced.

2. Customers are the best teachers of marketing representatives, and marketing representatives should constantly take the initiative to collect customers' suggestions and opinions. Because under normal circumstances, customers will not actively express their suggestions and opinions, and customers often praise or complain about hotels only when they are very satisfied or very dissatisfied. Therefore, marketing representatives should try their best to investigate and predict customers' needs through various channels and get customers' feedback. Do a good job of uploading and distributing, and give timely and accurate feedback to the leaders in order to better serve customers and hotels. Only by doing this, your customers will be more and more, and your customers will be better managed!