Digital Customer Journey for Hotels

This tutorial contains tips and tricks for how you can create a digital customer journey, using Loyall Solutions.

Welcome communication

• Setup with the Start Campaign function and choose the time you want your guests to receive this communication. Now is often used here.
• This email often contains practical information regarding the visitor’s stay.
  • • • Where and when is the breakfast served.
      • How can I reach my hotel’s concierge/customer service/reception.
      • Generates live chat solutions
      • Email communication
      • Phone
      • Practical information regarding their stay
• The Hotels facilities, with redirects to more information online.
  • • • Any relevant partners.
      • Social media follow initiative.
      • Information about Bar, Restaurant, Lobby
      • Other facilities

Resell communication

• Resell communication
  
  • • • Setup with the Delay Function and choose the time you want your guests to receive this communication. Two-eight hours is often used here.

• • • • This email often contains a highlighted item that the hotel wants to inform their guest. Increase sales. 
      • Increase guests using Hotels Facilities and services.
        • Bowling
        • Spa
        • Ski
        • Restaurant
        • Bar
        • Guided tours
        • Recommendations

OTA reduction & win-back

• Setup with the Delay Function and choose the time you want your guests to receive this communication. Two-three weeks is often used here.
  
  • • • This email has intended to invite the guest back and point out the benefits of direct booking. 
      • Third-party channels are very nice to promote the hotel and to get the first order. What this email helps with is to make sure that all repeat visits go directly to you, without a 15% commission to the third-party host.
      • We encourage our customers to give portions of profits saved on direct orders on gusts benefits that simplify and make the guest's stay more comfortable. 
      • Some examples of advances we know  create results are:
        • Free upgraded room (if available)
        • Early check-in (if available)
        • Late check out (if available)
        • Discounts on hotels facilities 
        • Discount on hotel room
        • Free breakfast
        • "Stay four nights with us and get the fifth for free"
      • And just reminding the gust that it is easier, cheaper, and better to order directly
        • "Always best rates when booking through our website" 
        • "No surprise fees when booking directly"

OTA, Winback and partners

• Setup with the Delay Function, and choose the time you want your guests to receive this communication. Two months is often used here.
  • • • This email is intended to amplify the message in the previous e-mail.
      • The benefits of direct bookings are repeated and new content is added to the email to create an interesting and valuable announcement
      • New content could include;
        • Partners of the hotel
        • Special partner deals
        • The hotel or areas story and uniqueness
        • Info about conferences to sell more
        • The hotel's activities. 

Expansion of the customer journey

• Do you have even more exciting things to write about to your guests?
  Feel free to add even more communications, sent in parallel.
• Next communication may have four months delay.