For businesses, collection and analysis of customer data can become one of your greatest assets in learning more about the needs and wants of your customers.
For many of us, the first thing we do when we reach our favourite bar, restaurant or hotel for the evening is pull out our phone, tablet and laptops to hunt down the in-house WiFi network. The same when we are out shopping in the evening or at the weekend. Once considered something of a luxury, these days it’s an essential tool, helping us create a home away from home, an office away from the office and a crucial link to those we love.
For businesses in the hospitality and retail sectors, providing free guest WiFi is now a minimum standard that the vast majority of customers expect, but it’s a good deal more than just another outlay. Indeed, WiFi can become one of your greatest assets in learning the needs and wants of your customer base.
What data can you gather with WiFi analytics?
The amount of data you can gather with WiFi analytics is only limited by your imagination.
Traditionally, many companies ask for an email address to hop online. Whilst the value of an email address shouldn’t be undervalued, you can request any data at all from your customers. For example, you might have your customers fill in a short survey. This could include whether you’re interested in their opinion of your service or what the purpose of their visit is. Regardless, you can glean huge amounts of valuable and actionable information from these surveys.
Alternatively, you might request a Facebook Like or Check-In in return for access. Facebook’s analytical tools are superb, showing age, gender and almost anything else that your customers have chosen to share on Facebook – helping you to learn more about your customers, as well as boost social interaction.
With our hospitality WiFi packages, you can view the full range of insights into your guests’ usage and movement patterns, regardless of how long they stay with you.
And, please be aware that in Thailand, by law (Computer Crimes Act) venues offering free WiFi are required to collect details of persons using the WiFi.
How can you turn that data into a value adding proposition for customers?
Collecting data is one thing, but customers only ever see the value in it if you the use it to improve their experience within your business.
Take, for example, the hospitality sector. Imagine a hotel which knows the majority of its clients read the Financial Times online. They could have a copy placed in their room on arrival. It’s just one example of the ways that you can utilise the data created by your customers to improve their visit to your venue.
Existing data can be leveraged in countless ways, from redesigning your physical spaces to improve the movement of your customers, to hiring a greater number of staff for days and nights which have been proven to attract a higher amount of footfall.
Although largely invisible to your customers, these changes – taken cumulatively – work to transform the ways in which your business operates.
With a constant flow of data, you can build an experience for your customers beyond mere luxury, but an experience built out of a deep understanding of what your customers actually want.
That’s the real power of analytics.
Our Purple WiFi guest WiFi hotspot software enables data capture so that a venue can do target marketing to its customers, track their movements and much, much more. Cloud-based, it works with the venue’s existing hardware and internet connection. It has a simple, social user, multi-lingual login process. It is secure and legally compliant with both international and Thailand data collection and retention laws. When customers log in to a venue’s “free” WiFi through their social media accounts, or a short form, the venue is able to tap into valuable information and provide an enriched view of the customer profile – their demographics and behaviour; such as how, when and why they move around a physical space. Armed with the data Purple WiFi provides, venues can offer customers personalised real-time communications, enhancing customer experience and driving sales.
And, now, Micro Surveys give you the ability to collect customer feedback faster and smarter via Purple WiFi . The simple to use builder allows you to easily add questions to a survey which can be based on multiple choices, ratings or simply leaving comments.
Poster is a cloud-based restaurant POS system. This means that you have online access to the statistics, inventory, and finances of your business from anywhere in the world.Poster doesn’t require special knowledge or additional training. Your employees will start selling in 5 minutes.Temporary loss of Internet connection won’t stop your venue from work: you can continue taking orders, printing receipts, and tickets. All offline orders will be synced to the cloud and will show up in the management console after connection is restored. Use Poster starting from $19/month.
Our USay Mobile Feedback cloud-based system allows venues to collect feedback on an iPad handed to customers, or on a PC, or let customers provide feedback on their mobile devices by entering a short web address or by scanning a QR code. We can modify questions and answers to suit precise needs. Receive the results instantly as soon as the survey is completed saving data entry costs. Receive Alerts in real time either by email or text e.g. when service satisfaction is less than 50%. When reports are good, invite the customer to Like the Facebook page and to post on TripAdvisor.
Our Loyax white label customer loyalty platform can be completely customized to fit the needs of any business. It blends web, mobile, social and in-venue interactions to help businesses approach their customers with targeted communication across multiple channels.Loyalty points may be collected according to spend/visits/purchases/events (e.g. birthday). There are a variety of redemption/reward plans. Points can be awarded and redeemed across a business group. Lottery and ‘gamification’ are also included.Targetted communications to customers can be via email, SMS, Facebook, other social media, and push (mobile app), and can be automated (e.g birthday greeting).