Come Back Strong
The Covid-19 pandemic has impacted all our lives, both at home and at work. It has changed consumers’ purchasing behaviours and satisfaction levels have generally decreased, making it harder for operators to maintain customer loyalty. Of all the industries that have been affected, the hospitality industry has been one of the hardest hit. Some operators have been able to diversify and pivot to maintain a basic level of trade, yet the vast majority have been forced to close their doors.
Beyond the financial impact, valuable relationships with even the most loyal of customers have in most cases been put on hold. Times may still be hard whilst the lockdown continues, however as restrictions are eased and the industry is allowed to fully re-open, operators need to be fully prepared to reconnect with their existing customers, whilst attracting and retaining new ones. It is now more important than ever to maintain and build customer loyalty and to understand how this can be achieved, in order to come back strong.
We've collaborated with academics from Sheffield Hallam University to identify and explore the very latest in consumer attitudes towards hospitality and the valuable post-Covid opportunities for operators looking to leverage customer loyalty when the sector reopens.
The report draws on robust primary consumer research and is split into three sections:
1.How the pandemic has shifted consumer attitudes towards UK hospitality
2.The opportunities with loyalty for operators to come back strong
3.How operators might drive some much-needed new data by engaging customers
through a renewed value-exchange