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Property Charles Deyo CEO of Cendyn 15 th November, 2016 Bangkok - PowerPoint PPT Presentation

Jan 15, 2024 •387 likes •539 views

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

  1. Customer Experience – Online and On- Property Charles Deyo CEO of Cendyn 15 th November, 2016 Bangkok

  2. Travelers visit an average of 38 travel sites before making a purchase Source: Compete/ Skift 2016

  3. CENTRALIZE YOUR DATA “A SINGLE POINT OF TRUTH”

  4. BUILD A ROBUST GUEST PROFILE • Guest History • Value • Status • Behavior • Preference • Interest • Intent • Engagement

  5. 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

  6. SEGMENT Guests based on where they stand in the guest cycle: • Pre-Arrival • On-Property • Post-Stay

  7. PRE-ARRIVAL Plan Experience

  8. PRE-ARRIVAL Plan Experience Personalized letter Stay Details Travel Details Experiences Scheduled

  9. ON PROPERTY Guide Experience

  10. ON PROPERTY Food & Beverage Guide Experience Social Check-in Welcome Survey

  11. POST STAY Nurture Experience

  12. POST STAY Nurture Experience

  13. PLAN GUIDE NURTURE

  14. THANK YOU

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