Welcome to the Friday Freebie!
Each week we share one impactful hotel marketing tactic that you can implement immediately to drive more conversions and more revenue.
This Week’s Freebie: Start using simple phone tracking tech to optimize your campaigns and reservation/call center performance.
We all know how important it is to monitor data from digital marketing campaigns. However, usually those analytics only track online activity and engagement. One of the best ways to bridge the gap between your online and offline marketing activities is by tracking inbound phone calls using simple new digital tracking technology.
Travelers often want to know more about the experience they’re about to embark on. And, they want to interact with someone on your hotel staff or reservation center to get the answers. This is especially true at resorts or destination properties, where it is extremely common for guests to call and want to speak with someone personally before pulling out a credit card to make a long range reservation.
Most phone tracking tools now enable management to “listen in” to recordings of any/all calls. What makes this feature so impactful is that you are hearing from the guest firsthand, using their own voice and words to express their concerns and wants.
Also, by “listening-in” to recorded phone calls, you can see how well your guest service team deals with guests and whether their “pitch” needs improvement. How is your guest services team handling simple and complex inquiries? How are they conveying your hotel’s unique experience over the phone? Are they up-selling properly and easing the guest along towards booking a reservation?
If you’re only measuring your digital results, you’re missing a significant KPI of success: start tracking phone calls to get a complete picture!
Tambourine uses technology and creativity to increase revenue for hotels and destinations worldwide. The firm, now in its 33rd year, is located in New York City and Fort Lauderdale. Please visit: www.Tambourine.com