At last week’s VRMA East event, there was a wonderful discussion on Repeat Guests. In a recent industry study, it was determined that it costs 6x to acquire a new guest vs. booking a repeat guest.
That is some serious money. I can add from experience, that the multiplier is much higher in the general eCommerce industry…….more like 10-15x.
Holding on to your guests and keeping them coming back is not rocket-science according to the recent discussion at the VRMA conference. It is about making it a priority, and starting the sales process for the next visit, the moment they book with you for the first visit.
The guest experience was broken into several stages, with ideas on each stage.
- Pre-Arrival – find out why they are coming, who they are bringing
- Arrival - ‘welcome home’, let them know how happy you are to see them
- Stay – treat them like family
- Check-out – provide special offers
- Post-Stay – stay in touch with emails, newsletters, offers
In my April Webinar, I will cover each of these areas in detail. Please join us for this event on Thursday, April 23. See details and chance to sign-up below.
Webinar: Repeat Guests – 9 Ways to Make the Most of Guest Relationships
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This is truly amazing marketing. 