I recently had the opportunity to meet a very smart provided (also an exceptional woman) I was in Vegas for a marking meeting and Customer loyalty and Brand recognition were terms that came up frequently. Key not speakers from the biggest names in the hospitality industry (Hotels, Casinos, Airlines, Amusement Parks) were talking about how they created and manage their brand and their customer loyalty program. Anyway, I asked her if she considered herself to be in the hospitality business. She said "Definitely!" She said her website was all about building her up her brand recognition and they her best clients were repeat clients that she valued highly. All the other industries spend massive amounts on customer retention with frequent flyer programs, special perks for frequent visitors, discounts to special events, Referral program bonuses, even cash back programs. These people have done the research and everyone of them understand that it costs more to attract new clients than to retain existing ones. Also existing clients spend more and tell others about what a great time they had.
Is there truly value to you from an existing client base? As a provider what should you be doing to retain your clients and to grow your business? Do you acknowledge returning clients differently? Are you aware that you have a "brand" and that clients viewing your reviews and you websites are looking to find the "brand" they like? What is you brand -Are you the sex goddess, the GND that we never had ? Is this why some providers are able to set high dollar rates? Guys - What makes someone your ATF and what extras would you do for her?