who has not come back in a year? smart guest segments in Livvi

Some guests come every year. Some stayed once, spent well and left happy. And some came two seasons in a row and then stopped coming. Every host roughly knows this. The problem is the "roughly".

why "i roughly know" is not enough

First, time. When you want to call people who have stayed with you before the new season, you need a list. Part of it is in a notebook, part in messages, part on Booking, part in your head.

Second, the wrong people get the wrong message. Without a list you either send everyone the same message or nobody gets one. A guest who comes every year does not need the same thing as a guest who stayed once two years ago.

Third, money. A guest who has not come back rarely gets in touch on their own. If you do not reach out, they will decide about next summer without you.

what smart segments are

In Livvi your guests are on the Guests list. Smart segments are ready-made groups of guests that Livvi picks out for you, for example:

• loyal guests
• high-spending guests
• guests who have not returned in a year

Instead of building a list yourself, you see straight away who is in which group. Contacts and stay history stay in your system. At Livvi we do not take your guests' data for ourselves and we do not stand between you and your guest.

If some of your guests book by phone or message, add them to the Guests list manually so your guest base is complete. We explained how in the article Guests that booked via phone: all in one place.

what to do with each segment

These are our suggestions, not rules:

• Have not returned in a year: get in touch personally before the new season, with a small reason to come back, for example a discount code.
• Loyal guests: they often do not need a discount. It means more to them to hear about your dates before you post them on social media.
• High-spending guests: contact them when you open the season, while the best dates are still free.

New guests can find and book you on Livvi too, but conversations are easiest with people who have already stayed with you.

how to do it

We do not have a separate guide for segments yet, so here we describe the flow, not every click.

1. Check that your Guests list is complete and add guests who booked outside Livvi (guide).
2. Smart segments are part of the marketing module. Open the segment you are interested in, for example guests who have not returned in a year, and see who is in it.
3. If you want to offer a discount, open Marketing → Discounts, choose a percentage or a fixed amount and under "Who" choose returning guests or a saved audience. Limit the stay dates and the number of uses per guest. If you send the code personally, do not switch on "Public / for sharing". The steps are in the guide How to create a discount code.
4. Get in touch with your guests the way you usually talk to them, by phone or message, and send them the code and the booking link.
5. After a while, check how many bookings and how much revenue that code brought in. In Livvi you can see this for each code, campaign or post.

We described how to set up a code for returning guests in full in the article Discount for returning guests hastle free.

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