Hospitality & brewing.

Hospitality marketing strategies need to adapt to consumers' changed behaviours 

There is no doubt that the hospitality and brewing sector was amongst the hardest hit by Covid.

Even before the pandemic, consumer behaviours were changing. A growth in premiumisation is increasing focus on drinking and eating out less, but better quality. Customers have a greater concern about health and increased value placed on brand authenticity, and the experience. When it comes to digital transformation in the hospitality industry, brands were embracing digital, but slowly. 

The pandemic led to an acceleration in digital-first thinking. Borne out of necessity in part, consumer behaviours have changed, pushing the need for digital technology innovation. We’ve seen sharp growths in pre-planning and booking venues, so hospitality website design needs to focus on simple and intuitive user journeys. 

There’s been more widespread use and reliance on mobile for self service, booking, ordering and managing waits. We even saw the partial reinvention of the humble QR code, this time with a real value. 

Be where your customers are

Whether it’s someone looking for a bar for after-work drinks, a hotel booking for a weekend away or a family-friendly Sunday lunch pub, a multi-channel approach ensures that brands are visible when and where customers are looking. 

‘Near me’ searches have increased 150% over the last two years, so local SEO optimisation is key to unlocking more customers. 

But it’s not just local search; when it comes to hospitality marketing, consumers use a range of sources for their research. From review platforms to assure quality and trust, to brand’s websites to review menus and offers, and social media to find inspiration. Brands in the hospitality sector need to have enticing and appealing content across all channels. 

Our experience in hospitality and brewing marketing

With experience in digital marketing and strategy in the hospitality industry, we are seeing real value in designing frictionless digital and real-world experiences. Brands that put their customers at the heart of their planning and delivery and reality elevate the role that digital can play will build trust, advocacy and good old word of mouth.  

We’ve partnered with brands like Fullers Brewery, St Austell Family Group and Loungers Group create better digital experiences, increase pre-booked business and increase operational efficiencies. There's real opportunity for brands to use the digital transformation in hospitality to put the customer first.