Hawaii is a destination for many luxury travelers who are inherently well-traveled and used to five-star service. How do we attract luxury travelers and turn them into repeat customers?
Service, Service, Service
Luxury or not, all repeat customers are born of a highly satisfactory customer service experience. Know what your luxury traveler likes and expects when it comes to ease of reservations and check-in, amenities, activities, and guidance to local dining and entertainment. Be a dedicated concierge and make sure your guests feel like they have exclusive access to Hawaii’s authentic experiences. Set a new standard of excellence with every guest. You can do this by using the Seek Spot Directory in your property and by sharing a few suggestions from it with your guest on arrival or before.
Rewards + Loyalty Programs
Do you offer anything to repeat customers or those who stay for a long period of time? Feeling valued can turn the first experience into one of many. The Coupons from Seek Spot can be printed and handed to your guests or emailed to them at time of booking. Just use our coupon link.
Recognition + Reputation
Do you have good reviews on Yelp and Trip Advisor? Do your current visitors have a way to refer your vacation property to others? Do you advertise and where? Make sure that you post every positive write-up or review about your property in any publication on your website and marketing materials.
Communication is Key
Advertising in high-end publications or local visitor directories can target your demographic, while direct mail, online marketing and e-mail are excellent methods of communication in terms of timeliness and ability to track return on investment.
In a study done by eMarketer, search engines were the most popular web service category among U.S. luxury travelers with a 57% response rate followed by online travel agencies and online travel suppliers with 54% and 44% response rates, respectively.
Online surveys can be accurate barometers of customer satisfaction and useful at effectively gathering guest preference information with relatively little expense. Detailed survey forms can also gather important lifestyle information that will help you position your property. For an easy to use tool, check out Polldaddy.com.