Ultimately it all comes down to customer satisfaction and better results. You know you are doing it right, but what could you do extra to gain that advantage over your competitors? From content marketing to social media, what next? It’s about IoT and how it’s affecting the hospitality industry in a positive way. Let’s take a look at how you can attract more customers and engage them using technology. The chart given below shows the spending of business executives in IoT:
If your hotel has the following, who wouldn’t want to come and spend a night there?
- The guest arrives and gets to check in by just waving his hand at the kiosk. No long queue, no filling up forms. After a tiring journey, you don’t want to test your guest’s patience.
- What if the bathroom mirror can display news and twitter feeds while the guest is taking care of his/her hair?
- The lift plays music according to the playlist of your guests.
Everything is technology automated that every single customer of yours wants to come back. An absolutely awesome scenario, let us check out the 5 guest engagement benefits of IoT in hotels:
- Personalization conducive to the customer: The IoT inventions like in-room tablets that allows guest to adjust room temperature, control TV, turn lighting on and off, schedule wake up calls etc can be personalized according to each customer’s needs. This helps the customer feel at home and encourages him/her to visit your hotel again. For a returning guest, the personalization is done easily in sync with his previous visit’s requirements. According to HOSPA, there was only 1 device connected to the internet in 2013 per person on earth. By 2020, it is expected to increase to around 9 devices connected to the internet per person.
- Saves considerable amount of energy: At home, bathroom lights are switched off when not being used. But in a hotel, the guest has the liberty to do anything behind closed doors. Hence most of the time the electricity usage is at a higher side. An IoT enabled power socket can intimate housekeeping about exceeded limits of power consumption. With a motion sensor and light sensor, the IoT bulb can go to a low power mode where there is ample light outside. According to MaRS market insights, in Ontario’s Long-term Energy Plan, for example, the province projects a 42% increase in home power bills by 2018, with the increase reaching 68% by 2032. The chart below proves that 40% of Americans feel that the energy can be saved and costs can be cut with a ‘smart’ home.
- Helps in environmental monitoring: This doesn’t necessarily mean acting as a body guard. For example through noise monitoring, an IoT enabled device can figure out if the water if overflowing from the bathroom or the presence of a pet inside the room. So as a hotel owner, you know what is happening inside your premises and can avoid accidents/damages through this sound monitoring. QueityMe is an example of a noise monitoring system installed by the hotel chain Radisson. When your guest experiences a broken night’s sleep, your staff is intimated before the customer complains. Lesser disturbances mean lesser room shifting to find the ideal one for your customers. The following chart shows how it
- Taking customer service to perfection: IoT helps you go to the next level of customer service. The biggest advantage is the data. Since you have all the information about what your customer likes, you are able to give ‘extra services’ catering to his/her likes. Before a complaint is made, you are able to curb it. You have the advantage of knowing what to do to please each and every customer. Research by NearShoreAmericas shows that lack of knowledge/data is the biggest challenge faced by customer service centers. They claim that the IoT will grow into a $30 billion industry by 2020 and transform how customer support is delivered.
- Engage to retain: A happy customer leads to brand loyalty. When you have done it right, the customer sure remembers it. You ideally develop a customer database that tells you how to entertain and engage your customer the next time he visits as well. Who wouldn’t want to go to a hotel that pampers you right?
The challenge always increases. Once you start reaping the benefits of IoT, you will realize the true potential of technology to change the hospitality industry. You get clients fascinated by services initially but later on you need to up your game to serve them better. Keep glued to updates from IoT.
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