In Pursuit of Excellence:

Terme Olimia represents a symbol of quality in thermal tourism both in Slovenia and beyond. The top priority is providing an exceptional guest experience. Terme Olimia ensures this with a diverse range of services, carefully tailored to meet various needs and segments of guests. The most prestigious wellness center within the resort, Orhidelia, has been awarded the best wellness in Slovenia for 11 consecutive years. Our guest this time is Anže Siljan, who primarily oversees the development of the Wellcard Olimia loyalty program, communication, and coordination with external business partners on technical solutions for business challenges, and coordinating work processes related to the daily use of technical solutions by employees.

How does your company view the loyalty program?

As the slogan of our loyalty program states, we aim to provide more to our loyal guests with the Wellcard Olimia program ("More for You"). This program not only keeps our guests informed about possible novelties and special offers but also provides them with special benefits as members of the loyalty program. With loyalty, guests receive ever-new benefits. For us as a company, the loyalty program is an important marketing tool. The Wellcard Olimia loyalty program represents one of the keys through which we can regularly stay in touch with our guests, especially those who regularly return to our resort. If you haven't visited us yet, we invite you to see for yourself how we strive to always find the best offers for our guests. The first step on this journey can be a special offer we've prepared exclusively for you, which you can find at the end of the article.

Which key aspects of customer communication do you pay the most attention to?

We focus heavily on segmenting our guests and personalizing offers. Our portfolio of content and services is very broad, and the interests and preferences of our guests vary. Therefore, we constantly strive to present them with the most interesting offer for them.

Even in the age of rapid technological advancement, many entrepreneurs still fear digitalization. How do you view these processes at Terme Olimia?

Digitalization in all areas, especially in its initial stages, certainly presents a significant challenge, but it also offers a great opportunity. The main advantage is the optimization and automation of work processes that digitalization (can) bring. This is crucial for us, even in the area of the loyalty program. With marketing automation and digital solutions from Smart Octopus Solutions, we ensure regular and smooth communication with loyalty program members. Through automated messages, we can quickly respond to their activities and show our members special attention. All this would not be possible without advanced tools that help us achieve even greater guest satisfaction.

Even the most successful companies cannot afford to rest on their laurels. Can you share the challenges you expect in the future?

In the future, we aim for even more detailed targeted communication. We want to present and offer specific guests precisely those products that, based on their past purchases, would be most interesting to them. These are maximally personalized offers, tailored to the wishes of each individual guest. We are also aware that we operate in a very competitive market, where we must constantly ensure innovation in the products and services we offer our guests, as well as in maintaining the quality of existing services and regularly adapting to the increasingly demanding marke

In conclusion, what would you say to an entrepreneur who is still considering whether to offer a loyalty program to their customers?

The approach to customer communication and the benefits we can offer loyal customers depend on the industry we operate in. However, a loyalty program is undoubtedly an excellent way to turn a one-time customer into a regular client. This should be done in a way that benefits both the customer and the company or service/product provider.