Creating Remarkable Experiences Online & Off
The customer experience doesn’t start at ‘Check-In’, nor does it end at ‘Check Out’. Each and every micro-moment leaves an impression about the expected quality of experience. With the rise of VRBO & AirBnB homes saturating the market, it’s imperative you position your boutique hotel, or hotel collection, as an inviting, luxury experience focused on value and the essence of your industry, hospitality.
With the proliferation of travel sites, providers and OTAs, the ability to compete on price, attractive lifestyle photos, excursions and spas is no longer enough. You need to provide a seamless experience that feels almost predictive, guiding customers through each touchpoint, upsell, and notification.
As an agency, we assist in shaping the customer experience from what they see on social media to their interactions on the website, from the gallery to actually booking the room, follow up experiential emails and thoughtful recommendations all throughout the road to check-in. With industry-leading technologies, text message communications and augmented reality experiences, we are excited to influence travelers’ experiences, not only online, but offline as well. As culture and human capital experts, we take the same principles used when creating hyper-loyal customers and employees. By bridging the two, we foster environments for unforgettable brand interactions and overall experiences.
Elevating the Customer Experience & Repeat Visits
Remarkable Culture – Your staff is aligned with brand vision and culture, and reflects this onto visitors through interactions from the front desk to the spa or bar. Cultural expectations are clearly defined and prospective employees are looking for a career, not simply a job at the hotel.
Online Customer Experience – The true hotel experience is brought to life–travelers are able to feel what the site is like before booking. The same level of hospitality and personalization that is offered and conveyed on the property is translated throughout the website, and visitors feel a sense of comfort and knowing that their whole experience is going to be impeccable.
Boosted Social Reputation – A resort’s reviews and social reputation across sites drives social behavior and influences future patrons in their buying behaviors. Providing customers with an outlet to share with future customers about a positive experience is crucial to gaining social notoriety. Ask us about how to leverage this to ultimately increase room rates and the lifetime value of a customer.
As Few Clicks as Possible to Book
Research is a critical piece for many consumers before they make their decisions to book a getaway. Increase the chance of conversion by differentiating the customer experience on your website. Make the research phase easier and more efficient. A key element to this, is understanding the human psyche and behavior of online browsing and shopping, eliminating as many clicks as possible from the homepage to checkout is imperative when developing as intuitive user experience At SoCap, we help drive increased direct hospitality customers and increase their spending before they even walk through your doors.