Personalized Automation - Customer Engagement and Incremental Spend

Analytics showed that Palms Hotel was not earning as much pre-event spend by customers as other properties across the hotel collection. In order to spark interested, I developed a customer engagement strategy which targeted guests who recently purchased tickets to a show at the property. The pre-arrival email series was triggered based on the guests event date, and personalized the email based on their past hotel history. Restaurant and nightclub recommendations are populated specifically for each customer based on dining history across all properties. In addition, specific hotel offers were included for those who did not have a reservation on file for the night of their event.

Key metrics:

Increase of restaurant reservations for day-off events: 13%

Hotel bookings increased on average by 7% for event-attendees.