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Travelers visit an average of 38 travel sites before making a purchase
Source: Compete/ Skift 2016
Property Charles Deyo CEO of Cendyn 15 th November, 2016 Bangkok - - PowerPoint PPT Presentation
Property Charles Deyo CEO of Cendyn 15 th November, 2016 Bangkok - - PowerPoint PPT Presentation
Customer Experience Online and On- Property Charles Deyo CEO of Cendyn 15 th November, 2016 Bangkok Travelers visit an average of 38 travel sites before making a purchase Source: Compete/ Skift 2016 CENTRALIZE YOUR DATA A SINGLE
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CENTRALIZE YOUR DATA
“A SINGLE POINT OF TRUTH”
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BUILD A ROBUST GUEST PROFILE
- Guest History
- Value
- Status
- Behavior
- Preference
- Interest
- Intent
- Engagement
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AUDIENCE CLUSTERS
- Leverage your hotel CRM to
move past basic audience characteristics
- Summarize your major
marketing segments into personas that connect lifestyles and purchasing stages/patterns in the funnel
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SEGMENT
Guests based on where they stand in the guest cycle:
- Pre-Arrival
- On-Property
- Post-Stay
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PRE-ARRIVAL
Plan Experience
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PRE-ARRIVAL
Plan Experience
Stay Details Travel Details Experiences Scheduled Personalized letter
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ON PROPERTY
Guide Experience
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ON PROPERTY
Guide Experience
Food & Beverage Social Check-in Welcome Survey
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POST STAY
Nurture Experience
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POST STAY
Nurture Experience
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PLAN GUIDE NURTURE
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