Stop bad Wi-Fi from driving your customers away

Stop bad Wi-Fi from driving your customers away

We’ve all had them; our own Wi-Fi horror stories.  The time you needed access, and simply couldn’t get it.  For example, many visit airports expecting to be connected, only to discover that Wi-Fi either wasn’t available or had an access fee.  The same frustration occurs when attending a busy conference where the Wi-Fi network has poor performance, because all the delegates are accessing an overstretched network.

Poor Wi-Fi is arguably worse than no Wi-Fi at all

Based on data from hotels.com, Forbes has summarized that travelers consider Wi-Fi the most important factor in choosing a hotel.  What’s interesting is what happens when a traveller can’t get Wi-Fi, or has a bad Wi-Fi experience in their hotel; they head to another business like a restaurant or coffee shop that does offer faster Wi-Fi. That property runs the risk of the guest not returning for future stays.

While most devices rely on Wi-Fi for network access, many laptops don’t even ship with physical Ethernet ports anymore.  Our customers and employees expect quality Wi-Fi access; it impacts how we work, which hotel we decide to stay in for business or pleasure, and which coffee shop we decide to frequent.

5 factors impacting Wi-Fi quality

If customer satisfaction and employee productivity are impacted by Wi-Fi, the next logical question is: What impacts Wi-Fi quality?  Fortunately, the factors determining Wi-Fi quality are well understood.

Speed

Can I access collaboration tools, download documents, or watch Netflix?

Signal Reliability

Can my devices access the Wi-Fi?  When the signal reliability is better in the coffee shop than in the conference room, where will people go?

Security

Is my network configured according to best practices to do the best possible job of securing my customers, employees, and corporate assets?

Service

How do I fix my Wi-Fi if something goes wrong?

Management

How do I manage my Wi-Fi to maintain a quality service as needs evolve?  This can include custom authentication schedules, changing network names, or restricting access to certain network services such as P2P file-sharing.

It’s easy to list what defines quality Wi-Fi, but how does a business go about delivering on these requirements?

How to make your Wi-Fi better

Most organizations evaluate their Wi-Fi when their existing infrastructure no longer meets the demands placed on it – and at this point, it’s usually time for an upgrade or an overhaul.  There are three main areas of consideration for delivering a Wi-Fi solution that will meet the expectations of today’s demanding users:

Avoid requiring multiple logins

Guests don’t want to login to a Wi-Fi network in their room, and then another in the breakfast room, and another in your gym. With a single, property-wide mesh network, you can ensure your guests have a seamless experience, remaining connected as they move about the property. These networks pass internet traffic between access points, and allows them to be self-healing in the event an access point loses connectivity.

Ensure your Wi-Fi is supported by a dependable network

The Wi-Fi you offer is only as strong as the network it is delivered on. Existing aging copper networks were built for telephone voice signals and offer limited bandwidth. Just as you need ample water running through your pipes for sufficient plumbing, you need to ensure the pipe that delivers connectivity to your hotel is sufficient for the two-way traffic it will be handling. Fibre optic networks offer faster speeds and less signal loss – meaning fewer outages and less downtime – even over much greater distances.

Offer tiered Wi-Fi – at the guest’s cost

Every guests’ online activity – from downloading an email attachment to streaming to gaming – puts a strain on your network. By offering free Wi-Fi, you also have the opportunity to monetize your network by offering greater speeds, paid for by guests who are using it. Allowing guests to upgrade their access ensures they have adequate Wi-Fi based on their needs, and offers you a source of revenue to offset the costs of greater bandwidth.

If you’re looking to evolve your hotel’s Wi-Fi network, please visit telus.com/hospitality/wifi and request a callback to have a conversation with your TELUS representative to see how we can help.

By | 2018-04-10T10:45:58+00:00 April 10, 2018|Uncategorized|Comments Off on Stop bad Wi-Fi from driving your customers away