In any business, a solid marketing strategy is critical to building a brand, attracting new customers and maintaining loyalty. The hospitality industry is no different.

Because customer loyalty is key a business devotes a lot of time and resources to building brand awareness and creating ongoing, interconnected campaigns that target former guests while also attracting new clientele.

Like all sectors, it has a unique set of challenges that must be overcome. The hospitality industry is mostly made up of tourism and other experiential services so a consistent brand identity is very important ensuring customers use their services time and time again. Repeat customers bring in a sizeable portion of revenue, so a strategy must be split between maintaining relationships with past customers while seeking out new ones.

Strategies for Success

From location to facilities and perks, businesses have to be sure they’re providing what buyers are looking for. Identify the factors that make customers choose a particular hospitality service can mean extensive research. Speaking to current and former guests, monitoring customer reviews on websites and reviewing data can make a hospitality service stand out… as well as how it can be improved.

Awareness (Brand Awareness)

If potential customers don’t know about a service, they can’t purchase it. Make sure information is easy to find and up-to-date on relevant sites, creating an engaging website and collaborating with other, noncompeting hospitality services in the same market.


A smart strategy for attracting customers is to run promotions during certain times of the year, usually when business is slower. Introducing incentives and offering incentives are just some of the ways this can be done.


To ensure high levels of repeat business, good customer relationships are vital. Not only do repeat customers usually promote a service through word-of-mouth and social media, but they also create a stable revenue base for the business. A way to build relationships is through customer loyalty programs, which reward customers who regularly use a particular hospitality service.

Some of our clients – Pubs / Restaurants / Hotels / Drink Exporters / Holiday Property / Steam Railways / Motor Cycling / Safe Gambling / Overseas Institutes


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