The best sign of a successful hotel is having repeat guests. To make your guests eager to return again, you need to provide them with excellent customer experiences, and this is just as important as attracting new guests. According to a study implemented by Coach Omnium, it was found that 80 % of hotel’s revenue is generated by 20 % of its guests, which proves the fact that customer loyalty can have a huge financial impact. In addition, according to Forrester, it costs 5 times more to acquire new customers than it does to keep current ones. Here are some more statistics on customer loyalty and retention.
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