We recently dove into the topics of Millennials and what caused them to tick. Two of the biggest takeaways were 1) Millennials prioritize experiences over anything else, and 2) they expect personalization.
The bad news is the nightlife industry is dwindling in the eyes of Millennials; fewer and fewer people are going out to nightclubs. There are several reasons why that is, as discussed in this article. But the good news is we in the service industry have the opportunity to not only provide amazing experiences, but to also make those experiences personal.
Here’s how you can provide personal experiences to your guests to attract and maintain their loyalty to your venue.
1. Capture Guest Information
A survey conducted by Accenture discovered that 85% of their participants are willing to provide their information to trusted retailers in exchange for targeted, personalized information. Use this to your advantage. Your customers are not only willing to give their information to you, but they’re conditioned to do so. This is especially true when pre-purchasing items online. Use guest list, ticketing, or reservation forms on your site so your guests not only begin to buy in advance (note: more guaranteed revenue), but also so that you can collect their information.
You can also capture this information during your night at your door using a digital system. That way, you’re able to collect data on every type of customer that walks in your venue. And when you connect this to your point of sale system, you’re able to unearth even more valuable information. This means you have a database of all your guests, including their name, contact info, how many times they’ve been to your venue, whether they’re a VIP/guest list/event/general admission customer, how much money they’ve spent, and what their most popular drink purchases are.
2. Send Personal Marketing
With your database, you now have a complete buyer persona for all your target customer segments, including demographic, geographic, and psychographic information. This means you have the opportunity to get personal with your marketing. You can send a specific message catered to a specific group of people, such as sending a birthday text message to anyone celebrating a birthday this week and inviting them to celebrate with you. Or you can target customers who have attended a certain event in the past and send them an exclusive invitation to an upcoming similar event before tickets are released to the public.
Making your customers feel like you know what’s happening in their life – or like you understand their interests – is what makes your messages personal and powerful. They’ll feel like insiders and will naturally establish a deeper connection with your venue. This also helps to make sure the time and money you’re spending on your marketing is spent wisely and giving you a return on investment.
3. Make Their Night Special
Your personalization shouldn’t stop at marketing. You can keep this experience going when they get to your venue as well. When you use a system, you take the guesswork out and are able to understand your customers at a deeper level. Say goodbye to paper guestlists, and start providing personalized serve at your door.
Greet your guests when they arrive. If you see that a customer is a regular guest list cover who comes to your venue every week, upsell them to a VIP table and provide a complimentary bottle of Champagne as a thank you. Or, offer them a round of drinks on the house at the bar. This costs you very little, but means a lot to them. It’s a simple gesture that’s perceived by the guest as a premium, highly personalized level of service. It shows that person how much they are valued and entices them to stay longer, spend more, bring more friends, and come back more often. This is how you build loyalty organically.
Treating guests like the individuals they are and catering your experience to their needs isn’t hard. All it takes is a system that captures all their information in one place, your staff to use that system so it automatically pulls necessary information on the guests walking through your door, and your ability to execute on providing that exclusive experience. It’s the little things that make the biggest difference to your guests and brings you more dollars.