Increase spend-per-head with cross and upselling
During their stay, you want to encourage your guests to spend more time – and money – at your business without coming across as pushy.
The great thing about triggers is that they’re conveying messages of value whilst giving your customers control over their experience with you.
Here are just a few examples of the triggers that you could use:
Guest profiling – learn more about your customers by asking them what they’re interested in.
Booking confirmation – an important message to get right, this provides a chance to introduce (or re-introduce) your brand and reinforce their booking details.
Pre-stay welcome – in the run up to their trip, you can outline some of your main features and facilities, and cross or upsell on rooms and packages.
During stay – based on their preferences, send an email welcoming them to your business and recommending activities for them to try.
Post-stay – arguably, one of the most valuable triggers, this email gives you a chance to address negative feedback, promote any positive reviews and turn your one-time visitor into a returning guest.