According to a PWC research conducted in 2019, millennial travelers will account for more than 50% of all global hotel guests in 2020. Such “millennial flow” is a prerequisite for many changes in the hospitality industry as a whole: First, because of the quickly changing and evolving demands and expectations of the new customers, and second, because hospitality is all about client engagement, which is becoming more difficult-achievable.
Nonetheless, there are some customer engagement strategies that have the potential to effectively help the hospitality business entities to build relationships with their millennial guests.
But why is it so important to suit the expectations and needs of this particular generation? The answer is easy: nowadays, this peer group is driving the trends in terms of digital platforms, social media, as well as different services and products. It closes down companies and builds more modern ones, sets new means of communication and shopping experience, and even introduces the new “bleisure” hotel experience, which was unheard of before.
And this generation will be the future main client base of every organization, no matter the industry. Therefore, knowing how to engage and satisfy those people is key for successful and profitable business performance in the long run.
Now let’s see the four engagement strategies: