This involvement is not meant to take the shape of obnoxious, templated emails that clog clients’ inboxes. This involvement must be tailored and relevant to the clients. Also, striking a perfect balance between communication and silence is equally important.
- Customer Segmentation The captive gateway included in the guest Wi-Fi solution aids venue marketers in obtaining critical customer information for post-session interaction. It gives you Wi-Fi analytics on customer data as well as behavioral and demographic data, so you can push better-targeted communication when the session is over.
- Striking a balance between silence and communication Customers might tend to ignore the messages if they are sent frequently across multiple platforms. Creating a right blend of messages with respect to the venue and business, can go a long way. Customers won’t feel that you are in a desperate need to reach out to them if you send emails and messages in combination with advertising that appears on Facebook and other social media platforms.
- Effective tools for off-session engagement Customers who left their email address or mobile phone number in exchange for the internet access while they were on premises can be contacted via email or text message. When the timing and relevance of these emails/messages are right, it can be a great way to keep people engaged after a session.
The ability to segment clients based on their data so that outbound messages are personalized, is a critical element to enhance post-session engagement. If you have a single cloud-managed Wi-Fi analytics dashboard accessible to slice and dice customer data and assign campaigns to customers across locations, personalized engagement is very much possible.
For example, sending an email to newly enrolled (first-time) customers asking “How was your first experience with us?” as part of the post-session interaction provides a high level of brand memory. Another example is when you have a new offer, particularly on items or services that a specific section of customers is known to consume on a frequent basis; sending an email to them about the offer creates greater incremental revenue from the offer campaign.
In Summary:
While most brands are trying to engage with their customers after a session, many of them may wind up creating a lot of noise for the customer. You need to use guest Wi-Fi analytics to encourage post session interaction if you want to stand out as a business that cares about its customers.
We hope these insights will help you make a difference to your business. We would love to hear from you. If you have any comments, suggestions or queries you can get in touch with us at info@ragapa.com
