This is the first article in a preview series of H2Cs Global CRM Study, a collaborative report that leverages interviews and a global survey to explore the current state of CRM in the hospitality industry.
One of the top priorities for hoteliers, according to a recent travel trends report, is a renewed focus on the 'battle for the Phono-sapien.' This term was first coined by The Economist to describe the next stage of human evolution, to a mobile-first consumer who looks at their phone every 12 minutes and checks it within five minutes of waking up.
For an industry that is so close to the consumer they are literally staying with you! hospitality seems to continually lag behind other industries when it comes to the implementation of personalization and its utilization of personal data.
What is the CCPA? The law applies to 'for profit' businesses in California that collect and process the personal information of California residents and do business in the state of California. However, a physical presence in California is not required to be subject to this law.
Some properties still view upselling through a traditional lensusing the same well-worn tactics that have been around for, well, forever. The 'would you like to add fries to your order?' approach. Static offers based on static rates possibly with some incentives for the front desk and a bit of training on how to 'sell without selling.' But upselling has evolved, namely in technology.
This marks the eighth year for Rainmaker to achieve this honor since 2010. With a continuously expanding customer base and an industry leading platform of revenue & profit solutions, Rainmaker continues to rank on the Inc. 5000 list due to its impressive growth in the hospitality space.
Personalization in the hospitality industry isnt a new concept. Hotels often provide personalized in-room and on-property experiences, so why should the website experience be the same for all visitors?
The Trio analytics service enables Junipers clients to access a comprehensive out of the box API analytics solution to help them optimise their client management, inventory availability and distribution capabilities.
Following suit of the GDPR, Governor Jerry Brown added the California Consumer Privacy Act (CCPA) to California state law on September 23, 2018. This act was put into place to protect California consumer rights and urges stronger privacy measures overall.
The acquisition of The Rainmaker Group's integrated solutions will enable Cendyn to drive performance across all aspects of the hotel business. Aligning operations, marketing, sales, and now, revenue will provide hoteliers with the means to optimize their strategies and drive performance and loyalty across their businesses. As part of the acquisition, Tammy Farley, Co-Founder of Rainmaker, will move to the role of board member.