Category: Guest Relationship

Total 16 Posts

How do you lose your Customer data ?

Dear hoteliers, Some time ago, I was at a meeting with a hotel group just to catch up with them. Regarding their history and loyalty – they’d been working for years with a colleague who managed their Pre/post-stay customer relations – out of all our services, they only used our email campaign solutions. Their PMS and Channel Manager were connected…

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Ultimate Hotel Christmas Marketing campaign

Dear hoteliers, This is based on over 500 Hotels that run Christmas campaigns with us every single year. What is your objective? Which period are you trying to drive traffic to? Design your campaign with these in mind. Your Christmas strategy should include direct repeat business and gift vouchers to be purchased. Segmentation of your database According to analytics we…

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The 5 indicators to follow to retain your hotel’s guests

Dear hoteliers, I have never considered marketing to be an esoteric or abstract domain in which only Geniuses are capable of producing miracles. While it is true that marketing is an extremely precise, even mathematical science, and must be supported by good ideas, this also holds true for all other professional domains. But what about relationship marketing, that intangible marketing…

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Google “Interpreter mode” in your hotel

Dear hoteliers, Around one month ago Google launched its “Interpreter mode”, available on Google Assistant. Although the tool isn’t ideal yet, it heralds a future change which is probably as important as the explosion of low-cost flights or guest houses. I believe that it will be extremely positive for the hospitality sector. Here’s my view on the subject. Of course,…

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Why did Booking.com dare delete your customers’ e-mail addresses?

Dear hoteliers, It is often said that a company’s true value is represented by its customer database. Indeed, a company in existence for many years probably has a large customer file and, therefore, a very regular quantity of orders from its loyal customers. In the hotel industry, this famous customer file is your Cardex system. A large part of your…

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A CRM system for hotels? What does that mean, exactly?

Dear Hoteliers, When marketing CRM, I often bring the subject up with hoteliers. But most of the time they don’t really understand the concept. Why not? Because in the past, many companies have used the term incorrectly to describe systems that aren’t CRM, or are only a small part of a CRM system. A CRM system is not a mailing solution….

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What will be the fourth digital revolution of the hotel world?

Dear Hoteliers, Today, computer technology has become a key part of our daily lives: iPhone, laptops, sync-ed calendars, Internet, Netflix, etc. This powerful tool has revolutionized the way we live and continues to do so day after day. But what does that mean for the world of hotels? A great number of tools have also been created. Some have been…

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Will receptionists be the key factors in your hotel’s future turnover?

Avid readers of my blog have surely noticed that I like facts. I write based on analyses backed by figures and/or about concrete actions to be taken. I’m going to make an exception with this article. As the year is starting, I look to the future and ask this crucial question: what does the future hold for hotel receptionists? Does…

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