the power of relationship crm best practices and empowerment shannon bedard vice president, business...
TRANSCRIPT
![Page 1: THE POWER OF RELATIONSHIP CRM BEST PRACTICES AND EMPOWERMENT Shannon Bedard Vice President, Business Development Founding Partner](https://reader030.vdocuments.mx/reader030/viewer/2022032600/56649db15503460f94aa052b/html5/thumbnails/1.jpg)
THE P
OWER O
F
RELATI
ONSHIP
CR
M B
ES
T P
RA
CT
I CE
S A
ND
EM
PO
WE
RM
EN
T
Shannon BedardVice President, Business
Development Founding Partner
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eRelationship Suite
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BAD CONFIRMATION EXAMPLE
Reservation Summary for Confirmation Number: 9N6L8S2Reservation for: Shannon Bedard Number of people:1 Adult 0 Children Arrival Date: Nov 06 2014 Departure Date:Nov 08 2014 Check-In time:3:00 PMHotel Check-Out time: NOON
Rate Information and Room Summary
Subtotal: 208.00 USD Plus applicable Fees and Taxes *King BedNon Smoking
*The subtotal above is an estimate only and does not represent the full amount for your stay. Additional charges, taxes, and fees may apply. The actual total will be provided to you at check-out upon request.
*Any change in the reservation including number of guests, length of stay or dates may result in a change to the total.
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RESERVATI
ON
CONFIRMAT
ION
F I RS
T O
PP
OR
TU
NI T
Y O
F CO
MM
UN
I CA
TI O
N
• Inform guests & reinforce booking decisions
• Give guest-specific reservation information
• Show text & photos tailored for each guest
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GREAT CONFIRMATION EXAMPLE
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GOOD CONFIRMATION EXAMPLE
}
}
Branding
Details
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LANGUAGE
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CONFIRMATION - RESPONSIVE
• Clickable phone number
• Google Maps
• Confirmation Number
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CANCELLAT
ION N
OTICE
SE
I ZE
TH
E O
PP
OR
TU
NI T
Y T
O W
I N T
HE
M B
AC
K
• Learn why a guest has cancelled
• Keep management informed of cancellations
• Invite guests to re-book
• Entice guests to re-book
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• Keep management informed of cancellations
• Invite guests to re-book
Learn why a guest has cancelled, entice guests to re-book
CANCELLATION NOTICE
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PRE-S
TAY
MARKETING
F AM
I LI A
RI Z
E &
PR
OM
OT
E P
RO
PE
RT
Y A
ME
NI T
I ES
• Showcase amenities
• Increase revenue opportunity
• Drive site traffic
• HTML & mobile versions
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PRE-STAY MARKETING SAMPLE
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STAFF
EMPO
WERMENT
EM
PO
WE
RI N
G Y
OU
R F
RO
NT
LI N
E S
T AF F
• Strategy Meeting
• Occupancy
• Leisure Guest %
• Blocked Rooms – Suites, Connectors
• Ocean View, Ocean Front
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“$UITE” OPPORTUNITIES
Keep $$ on property
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ON PROPERTY MESSAGING
• Respond to guest needs
• Communicate specials
• Entice outlet spending
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MOBILE CONCIERGE
• Room service
• Valet / Bellman
• Wake Up Call
• Reservations
• Directions
• Spa Service
• Clean Room
• Maintenance
• Check Out
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THANK-Y
OU NOTE
AD
D A
TO
UC
H O
F CL A
SS
- S
HO
W Y
OU
R
AP
PR
EC
I AT
I ON
• Adds a touch of class
• Shows guest appreciation
• Invites guest feedback
• Connects to Comment Card
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THANK-YOU NOTE
Connects to Comment Card
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ECAMPAIG
N
T AR
GE
TE
D E
MA
I L M
AR
KE
TI N
G
• Targeted lists
• eClub management
• Full dynamic reporting
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CAMPAIGNS
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OTHER ECAMPAIGN OFFERINGS
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Automated from the birthday field in Maestro
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Kathleen Casey KirschlingSegment and send special messages based on location, past guest stay history (room types, amount spent, etc.)
Incorporate meeting planners or groups into your blasts
Grow your database with an eClub link
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THANK YO
U!
Shannon Bedard Vice President Sales & MarketingFounding Partner
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