Intent-Triggered Guest Communications
Studies show that around 70% of customers are frustrated due to lack of personalization and that 80% would be more likely to make a purchase if provided with a personalized experience. In addition, 44% are more likely to become a returning customer after a relevant personalized experience. NextGuest CRM uses historic guest information combined with real-time intent data to personalize the digital experience. By tracking and scoring users' interests and intentions, hoteliers can tailor the messaging, content, and offers on the website.
The technology supports new guest acquisition by identifying new website visitors that show higher interest in the hotel or a specific offer. Those visitors can then be prompted with personalized newsletter invites — an approach that has proven to increase the number of newsletter signups by over 600%. Upon signing up, profiles are created for these new users and enriched with the interests and intent information from the website, as well as the historical data points already stored in NextGuest CRM. This helps shape a targeted, relevant, and dynamic guest journey that drives results and builds long-term loyalty.