Having traveled the world, seeking incredible experiences, sights, and hotels alike, it has been our observation that while ownership and management are hyper-aware of their guest’s experience on the property, rarely does it get properly reflected online. While there is an art and science to leave enough for the curiosity, even anticipation, to the guest, we see most independent resorts and boutique hotels missing out on substantial revenues by not investing the same attention to detail to their online customer journey as they do for their offline experience.
As an Agency of Record for incredible boutique, independent resorts and hotels we have partnered to bring transparency and accountability to the properties’ marketing efforts. By enhancing guests’ seamless experience online, our clients find they are able to simply substantiate increased pricing, leverage their reputation and more easily build brand equity. All the while creating meaningful brand differentiation in the market, reducing the cost for new customer acquisition.
We help drive clients’ profit margins in a favorable direction, while streamlining the guest communication and experience.
Direct Booking Referrals
We believe that consumers should be aware of how booking direct is able to support local businesses. Through messaging, positioning, and oftentimes refining hotel websites to more effectively communicate this to an international audience, that of numerous, varying expectations, we have been able to help bring the power back to the independent hotel owners and managers. Using strategies that mirror some of the best practices the largest global brands use for their e-commerce sites, we have tightened our process to streamline your guests’ online experience. The end result: fewer clicks, more revenue, more customer data to leverage, upsell, and craft an optimal on-property experience that ultimately reflects your reputation and brand equity.
Guest Engagement and Upsells
The quality of a hotel’s database and rich customer information can be one of their biggest assets, aside from their culture and personnel. Leveraging that data to be a revenue generator is done by activating it in a way that enhances guest engagement online through multiple micro-moments and funnels. When the customer journey is brought to life, not only do we see guests spend more, but the data allows for more opportunities to craft an equally impressive experience for them when they actually do get to the hotel. The more upfront engagement and data the staff has access to, the more actionable and effective they can be to further deepen that guest relationship.
A Seamless and Consistent Guest Experience
By designing and seamlessly driving guests’ online touchpoints, our hotels are able to obtain increased rich customer data to serve, engage, and upsell. Driven to allow for the education, filtering, and purchasing process to be seamless, but to also instill comfort and confidence in the female traveler, our international hotels are able to charge a market premium for the experience they curate. As guests are booked, emails and texts are initiated to further personalize their experience, provide updates on events, tours, communication with staff, and solicit reviews and referrals. Empowering the staff with customer data enables a more hospitable, enjoyable experience for everyone.
Reviews and Population Management
The philosophy behind increasing our clients’ social capital is to grow their influence, as well as their financial capital. For international hotels, this is often one of the biggest drivers to positioning themselves as a leader and credible hotel in their region, which in turn drives new guests. Our clients find that we are able to facilitate reviews more easily and consistently, and of better quality for them through implementing the high-touch digital, customer-oriented services on their behalf. Stop combatting negative reviews from guests that aren’t your ideal audience, and garner the respect and social status from those that continue to fit your customer persona.
Cultivated and Refined from Experience
It is through travel that we are connected. At SoCap we believe that we can connect people to the opportunity to travel more effectively and efficiently. Truly, the demand of travelers should far outway the supply of inventory. Then why are hotels and destinations consistently struggling to fill up and slash their value with promotions and incentives? It is our observation that the smaller independent properties don’t have the same resource or talent pool to be able to translate the same marketing and current digital trends that the larger, established flagged hotels do. We have to make those principals and techniques just as accessible to these hoteliers. The impact of refining a more seamless customer experience that educates and informs prospective guests is a reassurance of quality, attention to detail, customer service. Simply, confidence and comfort for the guest, knowing that the hotel is going to take care of them.
Having been exposed to several continents and cultures, we have seen many different approaches to serving guests online and off. Expressing and illustrating a brand’s personality and unique culture, in a manner that reflects your hotel to guests, is our passion and how we align to be an extension of your hotel’s customer service, marketing, and sales team.
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