Word-Of-Mouth Marketing for the Hospitality Industry (synchronous E-Learning)

By the end of this 2-day module, participants will be able to:

o Recognise businesses are no longer fully in control, understand current customer intent and decision-making process and adapt to changes in customer behaviour

o Discover how businesses are not focusing on the one key element for their growth

o Understand the impact of Word-of Mouth (WOM) on the hospitality business

o Learn the framework for highly effective WOM marketing for a hospitality business that consistently generates positive reviews and drives business growth

o Leverage WOM marketing by using social media, and convert negative feedback into positive brand advocacy

What You'll Learn

According to customer research conducted worldwide, nearly 96% of purchase decisions are based on word-of-mouth (WOM) referrals and reviews. This is particularly true for the hospitality sector, as customers rely heavily on WOM when choosing a hotel or restaurant.

WOM is now your most powerful marketing tool, and your business success depends on this. However, most hospitality businesses lack a WOM marketing strategy, and it's getting increasingly difficult to get customers to leave a glowing 5-star review, due to higher customer expectations.

To consistently generate positive WOM and convert customers into ultra-loyal brand fans, you need new ideas, strategies and processes. Unfortunately, most hospitality businesses are missing out on this huge opportunity to grow their businesses.

This module provides you with new ideas, processes and a framework to design and deliver powerful word-of-mouth experiences for your hospitality business with minimum resources and budget. It reveals how to move your customer experience from required to remarkable at every brand touchpoint. You'll also learn how to leverage WOM marketing to build your competitive advantage and differentiate your brand.

By converting your customers into ultra-loyal brand fans, they'll consistently leave great reviews and do the marketing for you, helping your hospitality business grow exponentially.