Mark Simpson argues that property managers should treat guest-facing properties as hospitality businesses and use small, hotel-inspired touches to turn guests into 'superfans' who will market the property through word-of-mouth. He cites hotel examples (Hilton/DoubleTree cookies) and emphasizes that owners with even a single property can personally know guests and create strong experiences.
And what talk triggers is it's how you can turn your guests into superfans, how you can get your guests to do the marketing for you. And I think what we need to start doing is particularly people in the property world, you've got to realize is that as soon as you open your doors to have members of the public come in, you're no longer property developers or property managers. You are in the world of hospitality. And you can really, really take a cue from the big guys. You know, even look at the world of hotels with Hilton and those Doubletree cookies, you know, and things like that, the little things that they do to drive and build superfans. And again, it doesn't matter whether you've got one. I mean, if you've got one property, you're in a massive advantageous position and somebody's got 100 properties because you can pretty much get to know every single one of your guests. You.
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