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Guest Loyalty in Hospitality


Acquiring new guests is estimated to be more expensive than keeping existing ones.

Hospitality companies are constantly influencing guest loyalty, also because there seems to be a strong link between guest loyalty and corporate profitability.


Guest Experience Management (GEM)

Hoteliers are forced to look for other ways to keep guests loyal because:


 Retaining guests based on features is becoming increasingly difficult.


 Price competition has become less attractive.


 Brand loyalty programs and related accumulation of frequency points are not enough to create affective commitment.


Vima GEM

This is where Vima GEM comes into play:

 GEM enables hotels to differentiate themselves by starting and maintaining relationships with their most loyal guests.


 GEM also touches the territory of customization and the ability to treat guests individually.




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