Post-Stay Engagement: The Most Untapped Opportunity in Hospitality? (Katharine Ames, The Indigo Road Hospitality Group)

In this episode, Katharine Ames, Chief Marketing Officer at the Indigo Road Hospitality Group, shares her insights on the opportunities for post-stay engagement in the hospitality industry.

Listeners will learn:

• Why post-stay engagement is the most untapped opportunity in the hospitality industry (01:15)
• How the retail industry has excelled at following up with customers after a transaction (01:25)
• The importance of reaching out to guests to encourage them to return and share their experiences (02:07)
• How real loyalty is about creating an affinity for a hotel, company, or restaurant, rather than just offering rewards programs (02:45)
• Examples of how Indigo Road Hospitality Group engages with guests post-stay, including personalized phone calls and social media interactions (03:55)

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands