Rethinking Hospitality Technology: How a Focus On Exemplary Service & Support Drives Customer Retention
by Binu Mathew, CEO of IDS Next
Bangalore, August 21, 2019: Service is king across all industries. Those brands which establish and maintain top-tier service will not only survive but, more importantly, thrive in today’s market. Hoteliers around the globe are investing an increasing amount of capital into the implementation of guest-centric technology. However, it’s important to remember that while hoteliers focus on the provision of exceptional service to their guests, hospitality technology vendors assume a similar responsibility to that hotel. Just as a hotel’s relationship with a guest doesn’t end when they select “book now,” a vendor’s relationship with a hotel doesn’t end when they choose to purchase their product. That’s merely the first step of, ideally, a long-term, mutually beneficial customer-vendor relationship.
In the world of hospitality technology, next-generation platforms (big or small) that demonstrate real staying power and industry-wide influence are those who understand that the customer, in this case, the hotelier, is king. Just as guest loyalty defines the long-term success of a hotel, customer retention will determine the continued success of technology vendors. Because when it comes to the purchase of technology, on-going exemplary service is everything. And yet, reports of poor service commonly plague industries around the globe, with studies indicating that 58% of people felt under-appreciated by companies they conducted business with in 2016. If anything, plights with customer service have become something of a bad punchline, as companies frequently undermine consumer expectations in the realm of on-going support. NewVoiceMedia’s 2018 “Serial Switchers” report reveals that poor customer service is costing businesses more than $75 billion a year. That’s up $13 billion since its last report in 2016.
The stakes are higher than ever before, so why aren’t businesses delivering? What can hospitality technology companies learn from this?
Identifying a Successful Service Model
Hotel technology today is all about innovation. Hospitality leaders are eager to invest in services and platforms which pave the way to a more streamlined, intuitive operational model that brings them closer to guests — with ease. With the right tools in place, properties can offer their guests enhanced connectivity, personalization, and convenience across every touch-point. At least, that’s the goal. However, without a service model that genuinely supports a clients’ immediate and future needs, hotel tech companies cannot truly drive innovation. After all, if a product can’t adapt and evolve with the needs of the client, how can it truly be considered innovative? How can it help keep hotels a step ahead of guest trends, if it doesn’t offer an agile infrastructure that’s receptive to long-term growth?
Let’s consider a popular example. Apple is commonly regarded as one of the top customer service providers in America. In addition to its widely accessible service and repair centers, Apple also operates 28 service call centers in America that are positioned strategically to maintain quality service across the globe. However, this was not always the case. In the mid-1990s, Apple was struggling. Realizing the company was at a pivotal make-or-break impasse, interim CEO Steve Jobs decided it was time to shift their focus away from defeating rival companies, to providing better customer-oriented products and services. His envisioned Apple as a company that would ‘serve the people,’ developing innovative products and services that truly catered to the needs and desires of those who had been buying Apple’s products since day one. Since then, Apple has dominated the market share as a leading, world-class provider in technological innovation and hands-on customer service.
Another example of an exceptional customer-centric model at work can be observed via JetBlue airlines. While airlines commonly come under fire, especially across social platforms, for negative customer experiences, JetBlue has a reputation for attentive and responsive, personalized customer service. For example, in December of 2013, Paul Brown was flying JetBlue airlines when he casually tweeted that he couldn’t grab his Starbucks coffee before boarding the plane because he was flying out of the smaller terminal at Boston’s Logan airport. Within seconds of seeing the tweet, JetBlue sprang to action, and the airport customer service team delivered a Starbucks venti mocha to his seat on the plane. Brown was elated and raved about JetBlue on Twitter. While this is a rather specific example, it’s essential to consider the underlying theme — the customer and the service a company provides them should always be top of mind.
Great Service is a Self-Fulfilling Ecosystem
If a brand fails to create positive experiences that drive customer loyalty, they can’t expect to retain customers. Hospitality technology is no exception — delivering exemplary customer-oriented service is the Ace in every vendor’s hand. How can this be achieved? We’re glad you asked.
1. Ensure the product offers easy implementation, and provides the appropriate support and training during the initial install and beyond (with training tools like videos and webinars)
2. Ensure the customer (hotel) feels appreciated and provide excellent product support at every stage of the customer journey, just like hotels do with their guests
3. Implement client and market-focused product enhancements and upgrades
4. Provide multi-modes of support including voice, email, knowledgebase, and live chat
5. Remember that hospitality is 24/7 industry and, as such, vendors must offer 24/7 support (including Disaster Recovery Plans that involve different locations)
6. Continuously encourage customers to provide feedback, speak to their evolving needs or growing pains, and seek out opportunities for increased product innovation
7. As a technology provider, ask yourself: Do you help clients to excel at being a better hotelier for their guests? Does your product or service act as a strategic differentiator for a hotel?
Remember when it comes to business, customers may not remember what you did, but they’ll remember how you made them feel. Utilizing this framework, hospitality tech companies can establish a self-fulfilling ecosystem that prioritizes the customer, and in turn, breeds happy, long-term clients. Ultimately, exemplary service rooted in the desire to provide a positive experience for customers lays the foundation for vendor success, both now and in the future.
ABOUT IDS NEXT BUSINESS SOLUTIONS PVT. LTD
IDS Next is a company of vision, a company that focuses on the future, a company that develops, deliver and supports innovative technology solutions for the global hotel industry. With unrivalled domain expertise, our driving force is to create solutions that assist hotel to increase revenues, optimize costs and above all provide the ultimate guest experience.
We are a dynamic company, which fully understands today’s emerging markets and their specific needs. We provide leading edge technology across all hotel market segments no matter how large or small, whether an enterprise or a single property. Our offerings include highly integrated hotel management software, restaurant management software, central reservations, hotel channel management, mobile apps and mobile analytic solutions.
IDS Next software and technology solutions have the trust of over 4800+ hotels in 40 countries spread across South Asia, South-East Asia, Africa, Middle East, Sri Lanka & Maldives and Oceania. A truly dedicated 24/7-support centre ensures 98% retention of customers and unmatched customer satisfaction.