Maximizing Guest Experiences

Transcription

1 Maximizing Guest Experiences

2 One Platform: Cross Functional and Scalable Central Data Warehouse with Hospitality Architecture Profile De-duplication Engine 360 Degree Profile of Guests and Prospects ESP ZDirect is Hospitalities Service Provider (ESP) and is optimized for the hospitality industry Authentication (DKIM and SPF) Bounce Handling and unsubscribes Sub Domain Delegation In house knowledge of CAN- SPAM laws and best practices ZDirect is whitelisted with ISP s to ensure maximum deliverability ISP Feedback loops ISP Relations team Members of MAAWG Ability for Front to see if transactional was opened Marketing emarketing Campaign Development Targeted Marketing Automated Responsive Designer A/B Split Testing Frozen Templates Approval Process PMS Interfaced ROI Reporting Guest Journey Triggered s: Intelligent Communication Patented Dynamic Content Communication Engine RezQueue Operations Portal Room Upgrade Engine Amenity Upgrades Forms Center and Web Form Integration I-Profiler: Customer Acquisition Engine Survey Engine Electronic Concierge On Demand Loyalty Management System Guest Portal Access Update Profile and Preferences Social Media login and integration Mobile notifications

3 Goal: Increase Revenue Opportunities: ZDirect s Revenue Drivers Booking Cart Abandonment Room Upgrade Engine Package Add Ons econcierge PMS/CRS Interfaced Targeted emarketing Upsell Recommendation Advisor

4 WHAT S NEW WITH ZDIRECT

5 ENHANCED 360 PROFILES LIFETIME VALUE AND RFM ANALYSIS

6 Lifecycle of Guest Profile With the ZMail application integration (PMS/CRS, Web form questionnaires, CMS,Data Warehouse etc.), guest and prospect profiles are continuously updated becoming more intelligent with each campaign.

7 ROI, lifetime value (LTV) future value, profitability, recency, frequency, monetary value (RFM), attrition (churn) Stay Revenue Lifetime Value RFM

8 Decide who to promote to and predict the response rate Once you have scored customers using RFM, you will be able to: Optimize promotional discounting by maximizing response rate while reducing overall discount costs Determine which parts of the site or activities attract high value customers and focus on them to increase customer loyalty and profitability

9 PREDICTIVE ANALYTICS

10 Data Analysis- Predictive Modeling Customized Predictive Modeling of Customer Lifetime Value Per Customer according to business rules Demographics Transaction history Cart Abandonment Web Analytics Social Data Preference Data Guest Satisfaction Marketing Performance Big Data Analytics give hoteliers the power to perform predictive analyses without complex mathematical models. #Analytics

11 Hoteliers are able to offer guests the amenities and add-ons guests are most likely to purchase Intelligent business rules determine your hotels most relevant amenities, add-ons, offers and upgrades to offer based on past, present and future spending Take the guess work out of upselling to your guests Predictive Modeling Look-alike Targeting Exact Match Targeting

12 RESPONSE CENTER FOR CUSTOMER SATISFACTION SURVEYS TRIP ADVISOR INTEGRATION

13 Online travel review sites (user generated content & reviews) TripAdvisor Review Integration

14 Guest Response Center Configurable Survey Notification Settings Configure Daily Alert s Defining which Survey Entries need Responses Manual and Automatic Response flags Level of Response Monitoring

15 Guest Response Center Reply from ZDirect s Operations Portal Branded Response Template HTML WYSIWYG Editor for a Branded look and feel Guest Correspondence

16 Guest Response Center Guest Reply Notifications TripAdvisor Guest Reviews Mobile Friendly for on the go Communication

17 Automate Guest Satisfaction Surveys More Reviews = More Revenue Send guests directly to TripAdvisor to leave a review Semantic Analysis Review and Respond to guest submitted surveys Build Lasting Guest Relationships TripAdvisor Integration pulls reviews into ZDirect s Response Center Real-time and continuous communication

18 AUTOMATED REPORTS ADDITIONAL REPORTS ADDED

19 Reports on Demand and Automated Reports Arrival Reports Auto Reports Survey Reports Audit Reports Survey Analysis Report Upgrade Reports Performance Report Auto Responder Report Loyalty Liability Report Loyalty Property Billing Report Multi Property Report Survey Dashboard Report Loyalty Dashboard Report Corporate Property Billing Multi Property Histogram Reservation Reports

20 Segmentation and targeting of website visitors, booking engine visitors, and call center leads using predictive analytics/propensity modeling to deliver dynamic content personalization (up-sell and cross-sell offers) based on the guest s probability of acceptance X the highest expected revenue value.

21 Performance Measurement: Reservation Reporting Advanced BI reporting, modeling, and predictive analytics to better understand future revenue/profitability opportunities per cluster, segment, season, room type, rate plan, up-sell offer, crosssell, etc

22 Performance Measurement Source of Business Booking Window

23 *LOYALTY MANAGEMENT

24 Increase Loyalty Sign Ups Encourage guests to join property Rewards, upgrade to VIP status and receive personalized benefits of each level. Include incentive messaging in all messaging content: Welcome s Web form communication Marketing Messages Confirmations, Pre-Arrivals, Upgrade Offers and Thank You Messaging

25 Treat your guests like you would like to be treated and then go even further by, in that classic phrase: exceeding their expectations. Digital Loyalty Cards Push Notifications

26 Loyalty Redemption Catalog

27 Social Media (profiles, preferences, behavior) Guest Portal Social Medial Log In Capture unstructured Data Configurable

28 Guest Portal Capture unstructured Data Configurable

29 Guest Portal Stay Information

30 Increase Brand Loyalty Build Loyalty Customized communication based on loyalty membership Customized Reward Catalog

31 CONTACT YOUR ACCOUNT MANAGER OR P: E: