For many leisure operators, the customer journey ends when a guest leaves the venue. But that’s where the real opportunity begins. Post-visit engagement is one of the most powerful ways to boost retention, encourage repeat visits, and grow word-of-mouth marketing.
With smart follow-up strategies and loyalty initiatives, you can turn one-time visitors into passionate brand advocates who keep coming back — and bring their friends with them.
Why Post-Visit Engagement Matters
Acquiring new customers is expensive — keeping existing ones is far more profitable. In fact, repeat visitors spend up to 67% more than first-time guests, and loyal customers are far more likely to share positive reviews online.
Post-visit engagement builds connection and consistency. When guests receive timely, relevant follow-up communication, it reinforces their positive experience and keeps your venue top of mind.
Create a Strong Email Sequence
A well-structured email sequence can turn a single booking into an ongoing relationship. Here’s a simple flow that works:
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Thank You Email (24 hours post-visit)
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Thank guests for visiting.
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Include a photo or fun highlight reel of your venue.
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Add a link for feedback or a review.
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Stay Connected (3–5 days post-visit)
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Share upcoming events, new attractions, or special offers.
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Encourage social media follows or newsletter sign-ups.
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Loyalty Invitation (7–10 days post-visit)
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Introduce your loyalty club or referral programme.
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Offer a small incentive to rebook (e.g. 10% off next visit).
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Ongoing Engagement
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Send monthly updates, birthday offers, and VIP sneak peeks.
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Automation tools (like Mailchimp or HubSpot) make this easy — and once set up, it runs in the background, building relationships 24/7.
Build Loyalty & Referral Programmes That Work
Guests love feeling rewarded. A strong loyalty scheme keeps them coming back by offering perks and recognition.
Loyalty ideas:
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Points system: Earn points for every booking, redeem for free games or discounts.
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Tiered rewards: Bronze, Silver, Gold levels — the more they visit, the more benefits they unlock.
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Birthday rewards: Send an exclusive code or free game to celebrate.
Referral programmes are just as powerful — offer both the referrer and the new guest a bonus (“Give £10, Get £10”). It turns happy guests into advocates and fuels organic growth.
Encourage & Showcase Guest Feedback
Post-visit feedback helps improve operations and builds trust.
Encourage reviews by:
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Sending automated “How did we do?” emails after each booking.
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Offering incentives for feedback (e.g. monthly prize draw for reviewers).
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Displaying positive reviews prominently on your website and social media.
Don’t fear criticism — responding professionally to a negative review can actually increase credibility. It shows you care and are committed to improvement.
Leverage User-Generated Content (UGC)
Guests are your best marketers. Photos, videos, and social posts from real visitors add authenticity to your brand and build trust with new audiences.
Ways to encourage UGC:
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Create photo zones or branded backdrops for selfies.
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Run monthly photo competitions (“Tag us for a chance to win a free session!”).
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Repost guest content (with permission) to your social channels.
This turns your visitors into an ongoing source of genuine, relatable content.
Combine Data & Personalisation
Data is the secret weapon of great post-visit engagement. Use booking info to:
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Personalise offers (e.g. “You last played Laser Quest — try our new VR Maze!”).
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Segment emails by activity, age group, or visit frequency.
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Track visit patterns and re-engage lapsed guests with tailored promotions.
When communication feels personal, it feels valued — and that builds loyalty.
Final Thoughts
The guest journey doesn’t end when they walk out the door — it evolves. Post-visit engagement is about building a relationship that keeps guests excited, connected, and coming back.
By combining automated follow-ups, meaningful loyalty schemes, and guest-driven storytelling, you can turn casual visitors into lifelong fans — the heartbeat of every successful leisure brand.
