Why Restaurants, Bars, and Hotels Are Struggling to Keep Customers And What to Do About It
I’ve been speaking with restaurant owners, bar managers, and hoteliers recently, and they all seem to be facing the same challenge: attracting customers isn’t the problem keeping them is.
It’s not about the food, ambience, or customer service. The real challenge? Customer retention.
If you’re running your business the same way you did five years ago, you’re already losing valuable customers to competitors.
The reality is that consumer behaviour has shifted. Today’s customers are bombarded with choices, and traditional marketing tactics like loyalty programmes, email newsletters, and social media aren’t enough to keep them engaged.
I have been in marketing for quite a while now! And I’ve launched a few successful brands. I have studied hospitality marketing trends and customer engagement strategies, I’ve uncovered three key mistakes most businesses in the hospitality sector are making:
1. Total Reliance on Social Media Marketing
Yes, social media marketing for restaurants, bars, and hotels is essential, but relying solely on Instagram, Facebook, and TikTok to drive customer retention is a losing strategy.
Organic reach is declining most of your posts barely reach your audience unless you pay for ads.
Paid ads are becoming expensive and don’t guarantee repeat visits.
Likes and followers don’t equal bookings or footfall you need a more strategic customer loyalty solution.
2. Outdated Customer Communication Hurts Repeat Business
The way businesses communicate with customers is outdated and ineffective.
Sending generic email blasts doesn’t work, so people ignore them.
Traditional loyalty programmes are often forgotten.
Customers don’t want spam they want personalised, timely offers that genuinely add value.
In a world where customer expectations are evolving, your hospitality marketing strategy must also evolve.
3. Losing One-Time Customers Instead of Building a Loyal Base
A customer dines at your restaurant, stays in your hotel, or enjoys drinks at your bar but never returns. Not because they weren’t happy, but because you’ve done nothing to bring them back.
Repeat customers spend up to 67% more than new ones yet most businesses focus on attracting new customers rather than nurturing existing ones.
You don’t need to constantly chase new customers—you need a hospitality retention strategy that ensures those who’ve already visited return and spend more.
A Smarter Approach to Hospitality Marketing is Coming…
For a while, I’ve been developing a customer retention and marketing solution tailored for restaurants, bars, hotels, and motels a system that doesn’t rely on outdated marketing tactics, and I promise to share it very soon!
Speak soon
Sam Onigbanjo
aao@greatbusinessplatforms.com