One of the biggest myths about upselling and cross-selling in short-term rentals is that it is not benefitting the guest. That guests might feel taken advantage of.
In this webinar we went through the steps of how to do upselling right. When, how and how often to make you offers to be helpful and relevant instead of salesy and pushy.
🕗 Time Stamps 🕗
0:22 Main challenges of scaling a vacation rental business
1:11 How to continue growing without creating more work?
2:02 Anticipatory service is the essence of Hospitality
2:44 Explanation of schedule, medium, and touch points
3:13 Examples from Other Industries: Uber Eats, Netflix, Airbnb
6:02 Data-driven decision mechanism in DTC platforms and importance of collecting guest information
7:21 Building digital and personalized guest journeys at scale
7:53 What do you know about your guests?
8:45 Examples of Schedule, Medium and Touchpoint
9:30 What is important for the guest?
10:30 The Schedule exercise - mapping out the guest journey, engagement with guests and investigate where things break
13:17 Example - automated review reminder can be prone to error, this is where AI comes into play
14:05 The Medium: think about how you communicate with your guests. Examples
15:19 TheMedium & Touch points and its evolution
16:15 Convenience and personalization drive revenue and engagement
17:20 Impact on the guest: seamless worry-free experience
18:14 Moving from Airbnb experience to your company experience
19:39 The opportunity of upselling in vacation rentals
22:39 Popcorn pricing and other techniques in upselling
24:54 What does a verification check-in process look like in Enso Connect's Boarding Pass?
25:33 Does Enso Connect have a kiosk mode and why it is not recommended?
26:25 Digital guest experience, accelerated by Covid - a story from an early customer.
#vacationrentals #shorttermrentals #upsells
