Personalisation is no longer just a buzzword; it’s a critical driver of success across industries. From e-commerce to entertainment, brands that prioritise personalised experiences are seeing measurable gains in customer satisfaction, loyalty, and revenue. Yet, many sectors, including hospitality and live events, are still lagging behind, missing significant opportunities to enhance the customer journey.
This blog explores how personalisation impacts sales and satisfaction, the industries with untapped potential, and how tailored solutions like seat-specific experiences can revolutionise customer engagement.
The Business Case for Personalisation
Personalisation works because it makes customers feel valued. Tailored experiences acknowledge individual preferences, creating deeper emotional connections between brands and their audiences. And the numbers back it up:
Increased Spending: Research by McKinsey shows that personalised experiences can increase customer spending by up to 40%.
Higher Satisfaction: According to Epsilon, 80% of consumers are more likely to purchase from brands that offer personalised experiences.
Loyalty and Retention: Salesforce reports that 66% of customers expect companies to understand their unique needs, and those that do are more likely to foster loyalty and repeat business.
Personalisation isn’t just a nice-to-have; it’s a revenue-generating strategy.
Industries Leading the Way in Personalisation
When it comes to personalisation, e-commerce has set the benchmark, with platforms like Amazon and Netflix leading the charge. These giants use advanced algorithms to deliver hyper-relevant product recommendations, tailored content, and seamless user journeys. As a result, they drive unparalleled customer engagement, loyalty, and spending.
But outside of e-commerce, most industries are struggling to catch up. Many still rely on outdated, static approaches like one-size-fits-all QR codes or generic offers that fail to resonate with individual preferences. This approach not only misses the mark but also leaves significant opportunities for engagement and revenue untapped.
Sectors like hospitality, live events, and travel are perfectly positioned to adopt dynamic, data-driven personalisation strategies—but so far, the majority remain behind the curve. It’s time for these industries to take a page out of e-commerce’s playbook and start delivering the tailored experiences customers now expect.
Missed Opportunities in Hospitality and Live Events
Despite the proven benefits of personalisation, industries like hospitality and live events often fail to fully capitalise on its potential. These sectors thrive on creating memorable, in-person experiences, yet many still rely on generic, one-size-fits-all approaches that fail to connect with customers on an individual level.
Hospitality: A Personal Touch Goes a Long Way
Imagine arriving at a hotel where your experience feels thoughtfully tailored from the outset. Before you even step through the door, the hotel has used your preferences—whether from past visits or details shared beforehand—to craft a seamless digital welcome. You might receive dining recommendations that match your tastes, or suggestions for nearby attractions perfectly suited to your interests.
Once in your room, small but meaningful touches await: suggestions for services that align with your preferences, or notifications about amenities you might enjoy. These practical, data-driven enhancements don’t require grand gestures, but they can elevate your stay from ordinary to exceptional.
Yet, many hotels miss this opportunity, continuing to rely on generic experiences that fail to stand out. According to Deloitte, hotels that embrace personalisation can see up to a 20% increase in revenue per guest, but only a small percentage of hospitality brands have fully embraced these strategies.
Live Events and Stadiums: Connecting Beyond the Crowd
Stadiums and live events face similar challenges. While technology has improved some aspects of the fan experience—such as cashless payments and Wi-Fi—personalisation remains largely unexplored. Many venues treat fans as one homogenous group, rather than leveraging individual preferences to create more meaningful connections.
Imagine a stadium where your experience feels customised to you. Seat-specific data could enable tailored promotions, such as pre-ordering your favourite snacks or receiving a personalised discount on merchandise you’ve shown interest in before. Notifications could highlight attractions or events happening nearby that match your tastes, encouraging you to stay longer and engage more deeply.
These small but effective touches are what fans now expect, yet many stadiums still rely on static offers or one-size-fits-all QR codes. A report by PwC highlights that fans are willing to spend 25% more if their stadium experience feels personalised. The opportunity is there—it’s just waiting to be unlocked.
By incorporating realistic, data-driven personalisation into their offerings, both hotels and stadiums can create experiences that resonate with their guests and fans, turning missed opportunities into powerful engagement and revenue drivers.
How Seat-Specific Personalisation Revolutionises Experiences
Seat-specific personalisation has the power to transform hospitality and live events by focusing on the individual rather than the crowd. Here’s how:
Tailored Promotions: Deliver offers to fans based on their location, purchase history, or preferences. For example, a family sitting in a premium section might receive exclusive discounts on children’s merchandise or meal bundles.
Enhanced Convenience: Let guests pre-order food, drinks, or services, minimising queues and maximising enjoyment.
Smart Notifications: Notify fans about attractions near their seats or upcoming events they might enjoy, driving higher engagement and repeat visits.
Community Integration: Involve the local community by showcasing nearby restaurants, events, or activities tailored to individual preferences. For instance, fans could receive personalised recommendations for post-game dining, exclusive deals at local eateries, or information on cultural events happening nearby. This not only enhances the fan experience but also fosters stronger connections between the venue and its surrounding community, encouraging more visitors and repeat engagement.
These features not only improve customer satisfaction but also unlock new revenue streams for venues.
The Future of Personalisation
The opportunity for personalisation is enormous, but it requires industries to invest in data-driven solutions that enable hyper-tailored experiences. In hospitality, this could mean using AI to anticipate guest needs before they arrive. In stadiums, it might involve leveraging seat-specific data to provide fans with unforgettable, highly personal interactions.
As consumer expectations continue to rise, brands that fail to personalise risk falling behind. But for those that embrace it, the rewards—higher sales, greater satisfaction, and lifelong loyalty—are undeniable.
Ready to Personalise Your Customer Experience?
At QRLA, we specialise in creating personalised digital touchpoints that deliver targeted offers, seamless transactions, and unforgettable experiences. Whether it’s tailoring stadium experiences down to the seat or enhancing hotel stays with guest-specific details, our platform helps you connect with your audience in ways that matter.
Let’s turn missed opportunities into game-changing results. Find out more at QRLA.co.uk.
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