In the dynamic world of Family Entertainment Centres (FECs), where experiences are everything, customer engagement is paramount. Engaged customers are not just guests; they are enthusiasts, brand advocates, and repeat visitors if you can nail your strategy when it comes to engagement.
Family entertainment venues that prioritise customer engagement create memorable experiences that keep guests coming back for more. Here are some innovative strategies to enhance customer engagement within your venue:
Implementing a loyalty program rewards frequent guests at your venue and helps encourage repeat attendance. Offer incentives such as discounts, exclusive access to events, or VIP privileges for loyal customers – this could be discounted food and beverages as an example.
Make the loyalty program tiered, with increasing benefits as customers reach certain milestones, such as amount of visits to your venue, creating a sense of both value and achievement for guests.
Engage with your guests by letting them influence aspects of your venue through live polls – the easiest way to do this is probably by using your social media platforms to launch these polls, or you can use hardware in the venue to manage this too as a further example.
This helps by giving your guests a say in the direction your venue heads in and give them a sense of ownership, and as a business gives you an idea of what would impact your footfall most – for example, if you’re a multi-activity venue and want to gauge interest in whether you should look to add something like a VR arena, then a poll can be a great way to see if it’s worth your investment.
Utilise customer data to create personalised experiences for each and every guest. You can do this by using the data and reporting available to your business – as a couple of examples, you could work out what segments of customers are most receptive to particular marketing campaigns or if you offer multiple activities, see which ones certain customer types are booking most often and tailor marketing to suit this.
On the in-venue experience, ensure staff greet attendees by their names, recommend events based on their past preferences, or offer personalised event packages. Personal touches demonstrate that your venue values its guests as individuals, helping to build a sense of connection and community.
With social media it’s never been easier to connect with your audience – there are tons of ways you can utilise social media channels like Instagram and TikTok to encourage attendees to use event-specific hashtags, run social media contests, and feature user-generated content on your official pages.
Don’t forget to reply to comments and messages promptly, showing that you value their interactions with you on social media – this small amount of effort can go a long way for guests.
To bolster your guests’ engagement and also help foster a sense of community, you can look to introduce collaborative events to your venues. These could be with local influencers, bands, artists or charities, just as a few examples.
Not only does this give your usual customers something different to look forward to, but can also have the benefit of introducing your venue to new audiences.
Incorporating these ideas can position your venue as the place to be and create a vibrant, interactive space where attendees become active participants in their entertainment experiences.
By continually evolving and embracing innovative engagement techniques, your venue can create lasting impressions, building a loyal customer base that eagerly anticipates their next visit, as well as all important brand advocates for your business.
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