Key Takeaways

• Upselling should be appropriate and timed well to match guests' needs.
• Digital signage can be used to inform guests of available services effectively.
• Understanding guests' routines helps in creating personalised service offerings.

Topics

• Customer Success
• Digital Signage
• Retail Innovation

Transcript

So in a previous video about a hotel guest experience, I talked about what would make an impression on a guest as they arrived, but we can also continue this journey as they stay with you. I was also asked about how can you upsell services without seeming too salesy? The best way to do it is to make it appropriate. So after a few days staying at the hotel, you may have used all of the regular facilities. And at that point, you might be thinking, you know what? Actually, a massage sounds good if it's towards the end of the week or the weekend or something like that. Likewise, if you are running, say, a breakfast service, you could advertise that you could take a coffee to go on your way to the meeting or on with your day. And actually, that is more informing that you've got a takeaway service, but also that is upselling. So mostly we create products and services because people want them. We just have to tap into when they want them. The good news with a screen is, you know, the time of day. You know the location. And so you can be appropriate. When would you be making this suggestion as a human being? Just codify that and turn that into a digital signage content. And I think you'll start to see some great results.