5 Ways to Use WiFi to Wow Your Customers

- 7th Feb 2017

Man on smart phone - young business man in airport. Casual urban professional businessman using smartphone smiling happy inside office building or airport. Handsome man wearing suit jacket indoors.

In 2020, there will be 24 billion devices connected in the wireless industry with a market prospect of 1.2 trillion. Undoubtedly Wi-Fi will play an enhanced strategic role for enterprises and customers alike. We’ve seen that a seamless Wi-Fi experience can be a game changer for your customer experience and here are industry trends to prove that.

Wi-Fi Industry Trends

Market research firm J.D Power and Associates surveyed 61,000 guests in North American hotels in its 2012 survey and found a steep fall in guest satisfaction compared to 2011. Issues related to Internet and Wi-Fi connectivity were much more concerning than room maintenance and staff behavior. According to Mail Online, 67% of travelers rate the availability of free Wi-Fi a high priority while booking hotels.

Looking at trends in the aviation sector, air traffic is bound to grow by 5.4% per year, reaching a staggering 3.91 billion passengers by 2017, according to the International Air Transport Association, IATA. Airports must expand and upscale its infrastructure to meet the burgeoning volume and spiraling needs of its travelers not only in terms of better connectivity between the routes but also through an enhanced and seamless Wi-Fi connectivity at the airports amongst other facilities. Building.co.uk stated investment in passenger experience is the highest priority in augmenting infrastructure at the airports.

As for retail, we know of the battle between brick and mortar and online stores, where the former continuously lost market share due to the ease and choice that online shopping offered customers. The advent of free Wi-Fi and location-based technologies like Beacon, Geofencing, NFC is transforming the future of the retail industry. An IHL study has linked in-store technology like Wi-Fi to increases in customer loyalty and sales!

The above industry trends signal to lucrative opportunities that Wi-Fi offers across industries to enterprises to woo their customers, passengers, guests off their feet. Wi-Fi helps you draw customers to make them feel welcome, drive sales, build connections and boost productivity. Here are five ways you can leverage Wi-Fi to keep your customers smiling and engaged while in your location.

1) Extend a Warm Welcome 

Wi-Fi is nothing less than a greeting that you extend to your customers as soon as they are in your premises, just like a firm handshake by a host that puts the guests at ease. One thing that free Wi-Fi does instantaneously is make your customer feel welcome and comfortable. It is almost like a smooth on-boarding or transitioning. You as an enterprise benefit by getting customer analytics and data, while having an opportunity to introduce your brand closely through the captive portals. A welcomed happy customer brings greater potential for repeat business.

2) Offer Personalized Engagement

Whether waiting for a flight or a hotel check-in, Wi-Fi promises more than just keeping your customers busy, that is, you can actually engage your customers in the most positive way possible through customized offers. This way enterprise also gets a chance to extend the stay of customers at their premises. Consequently an extended time spent by the consumers leveraged through personalized offering has a huge potential of driving sales. Based on boarding time and interests, Proximity MX enabled free Wi-Fi recommends a personalized list of nearby activities that might interest passengers such as restrooms, shops, information, restaurant, and taxis. If people choose to opt in, then proximity platforms based on location and preferences brings personalized offers from the stores and services that are closest in distance.

3) Aid Purchase Decisions

Nearly 70 percent of shoppers use mobile devices to research or compare prices while in-store. Retail businesses that offer fast and free Wi-Fi provide shoppers with the opportunity to browse and compare price and selection of products in real time. With the help of Wi-Fi customers are able to make better choices and get the best deals through push messaging. This can ultimately lead to more sales, especially when the company offers competitive price matching.

4) Connect On-the-Go

Digital age has led to an era of hyper-connectivity whereby staying connected is more of a necessity than a pleasure. A slightest difficulty in accessing Wi-Fi becomes a cause of concern and leads to frustration. This fact stands more true to the passengers at the airports. The travelers flying outside the country mostly rely on free Wi-Fi connectivity at the airports to send/receive messages, get directions, and look up places to visit or check social media. Connectivity gives passengers access to real-time data, provides vital information such as flight timings, change of gate numbers, baggage details etc. thereby helping travelers with a streamlined check-in and on-boarding.

5) Boost Indoor Navigation

Seamless and enhanced Wi-Fi provided by Proximity MX, helps customers and travelers alike in easily navigating through retail outlets and airports. Thus saving time and facilitating convenience. Proximity provides indoor navigation to help passengers find their current location in the labyrinthine maze of airports and traverse easily to their destination. It also calculates all terminal changes and tells passengers an approximate walking time needed to reach the boarding gate. Real-time analytics help in directing passengers to alternative routes and managing queues efficiently to increase the overall efficiency of the airport. Similarly navigation help at the retail outlets help customers easily access their desired product through the aisle.

These five tactics will help provide a seamless guest Wi-Fi experience and keep up with the industry trends, no matter what industry you’re in. Utilize your infrastructure to engage with your customer base and prioritize their experiences.