According to a recent survey (The Fentimans Market Report, in partnership with hospitality data and research consultancy, CGA by NielsenIQ) although concern over the cost of living crisis led 40% of consumers to predict they will be going out less in 2023, 35% of consumers said they would be prioritizing hospitality visits over other items such as holidays, home improvement and retail.
With a focus on hospitality as a much-needed escape during the current crisis, and with 58% of consumers saying they will stay local to reduce their spending, venues will now need to work even harder to attract consumers. Customers now expect more from venues, they are seeking out high quality experiences to invest in, with a focus on the following as a priority:
Sustainability & wellness
The wellness trend shows no signs of slowing down with consumers actively seeking out businesses with healthy living at the centre – both in terms of healthy bodies and a healthy planet. Sustainability will become even more of a focus for businesses, from using local & seasonal produce when possible, to cutting down on energy useage throughout the business as a whole. Attractive environments with the inclusion of plenty of plants and greenery along with natural textures and calming tones will continue to be of importance to consumers.
Customer inclusivity and connection
More and more customers want to feel a connection to the businesses and venues they frequent. Hotels in particular are shifting their focus to create areas that encourage guests to connect and socialise while many restaurants now prefer to move away from formal service to create an atmosphere where guests feel relaxed and at home. Employees are encouraged to express themselves, encouraging an easy rapport with their guests. Guests want to feel valued and businesses will need to work hard to develop that loyalty whether through personalised service and experiences to rewarding regulars with loyalty schemes and membership benefits.
Remote working and technology
An unsurprising trend that will continue into 2023 is the expectation that venues will provide a space for remote working. Not only will businesses need to offer fast and free wi-fi but also attractive, work-friendly spaces that encourage co-working and creativity.
In terms of technology within venues the focus will be on enhancing the guest experience without taking away that sense of connection that interacting with real people brings! Any new technology will need to be accessible, easy to use and bring a positive aspect to the guest experience.
With Google planning to phase out third party cookies by 2023/24 businesses will need to find inventive ways to entice customers to part with their data – perhaps through fostering a sense of trust via loyalty schemes or attractive rewards – guests now expect not only personalisation and convenience from brands but also more tangible rewards. However, in return the customer data received directly from guests is more likely to be accurate and useable than that received via second and third-parties.
At Mise en Place we’re committed to offering a bespoke and personalised service – finding the right people for your team couldn’t be more important right now. Speak to us about how we can support you and your business.