How does the hotel marketing manager maintain customers?

Not all people are your customers. You should learn to sort out "which are your customers and which are not" and then "prescribe the right medicine". Maintaining customers requires costs, and we can't "grab the eyebrows and beards".

the marketing manager should protect customers and do these 9 points well!

1) learn to give up invalid customers.

some customers are invalid customers, such as some customers who are greedy for cheap and bought by group. For these customers, enterprises should first think of changing them, such as sending VIP cards and points to spend. But if many marketing methods are unsuccessful, from a realistic point of view, they should be abandoned. 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 customers who have lost, thus improving the management. The loss of customers indicates that the consumption value provided by enterprises to customers has declined, that customers are dissatisfied with the value created by the company, and that the value provided to customers has defects 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 of customer churn.

only in this way can we find out the problems existing in business management, take necessary measures to prevent other customers from losing, and sometimes we can urge customers who have lost 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 to save and which customers to give up, and then choose the right time to contact the right customers again, and let them establish their loyalty to the enterprise, products and services.

4) Take the initiative to accept customers' complaints and make a positive response.

According to statistics, dissatisfied customers will complain to 11 people, and 95% of customers who get satisfactory responses will become repeat customers.

5) Conduct regular customer satisfaction tracking surveys. For customers who have already lost, it is necessary to analyze the loss and find out the root of the problem.

For example, a hotel company requires that the manager must 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 old customers who haven't come to spend once in two weeks, managers should call them to greet them and understand the reasons for future consumption, so as to make timely adjustments.

7) It's best not to ask for the phone number directly.

Many customers don't want to be disturbed. They can leave their QQ or micro-signals for easy contact. A special person is responsible for the management of QQ and micro-signals of old customers, and chat with them from time to time to increase their feelings. If the customer spends less than three times in a month, the manager can communicate with him through QQ and micro-signals the reasons and opinions for not spending frequently.

8) Send a message to the old customers at the first time.

Let the old customers feel respected and show the concern of the restaurant. Even the old customers who haven't been here for a long time should stick to it, so as to save the customers' good impression of the restaurant.

9) For the 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 this part of customers just because they will spend money in the future. As long as we persist, this part of lost customers will come back to spend money.