hospitality
transactional setting today.
There’s also some more grease
when it comes to mobile – specifically
beacon-triggered notifications. Here’s the
punchline – notify someone once on their
app when they arrive, no problem. Do it
again within 30-minutes and the chance
they delete your app forever goes up by
300%. Just saying.
strategy of reaching customers was
building an awesome native mobile app
(iPhone, Android), it simply doesn’t work
these days.
Hilariously, the largest complaint
from customers is that the app requires
too much cognitive load – get out your
phone, sign-in, find the app, then sign
into that, if you remember the login, then
find the part of the app they’re after.
The entire time the customer’s head is
looking down at their phone, and not in
your lovely hotel. However, when you’re
using a simple interactive option (like
a touchscreen), your head is up, you’re
listening and looking for social queues,
and you’re aware that it’s a shared
technology device, not yours alone. For
these reasons, increasing percentages
(60%+) of clients are expecting and
desiring interactive experiences in all
24 KIOSK solutions
Seamless interactivity
Now comes the fun part – the responsive
hotel. Years ago, Disney did an incredible
thing for their customers. When
customers checked in, instead of giving
them a room key, they simply gave
them and all their family members a
bracelet. This RFID bracelet now opened
doors, added things to their tab, and
made the park ‘their park.’ In the same
way ride-share applications (Uber, Lyft)
remove things like a card-swipe with
CNP payment (Card Not Present) – when
you can make every aspect of the hotel
seamless, your customers will love you.
The implications the connected
hotel paints is an interesting future; a
future where our patron can walk in,
check-in, and be in an environment of
their preferences within minutes. When
they walk into their room, why can’t the
temperature be set to how they like it?
The music they like is playing? The lighting
softer than normal? Why can’t their room
let them know as they’re walking out, that
it’s likely to rain and they should grab a
coat and umbrella? It’s all possible and
increasingly within grasp. What’s more,
your customer will thank you in the most
important way: with their loyalty.