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Boutique hotel booking group uses automated personalisation

Boutique hotel booking group uses automated personalisation
Friday June 27 2014

Luxury online hotel booking service Mr & Mrs Smith has deployed automated personalisation for trend monitoring

Online hotel booking company Mr & Mrs Smith has rolled-out a consumer interest-based automated personalisation platform in a bid to offer customers individualised communications and experiences.

The company, which provides a hotel booking service for a curated collection of 950 boutique luxury hotels worldwide, has signed a three-year deal with Sailthru for the support of its ‘match-making’ service between consumers and owner-run hotels.

Mr & Mrs Smith will be using Sailthru Smart Data to focus on buyer behavior, connect customer interactions with the brand through multiple digital touch-points and gain advanced insight into individual customer preferences and experiences. The technology will allow the company to monitor previous trends but also have additional insight into future buyer behaviour.

It's about people, not numbers

Being able to make customer data actionable in real-time - captured from online, email and app engagement – is expected to deliver insight into customers that was previously unavailable to the company.

This will in turn equip the telephone travel team with relevant information about the customer, helping to improve the personal customer experience, customer satisfaction and ultimately increase conversion rates.  
“We appreciate that personalisation is about people, not numbers, so we’re confident that our partnership with Sailthru will assist us in truly understanding our customers’ interests and ultimately in creating intelligent, tailored messages especially for each of them,” said Tamara Heber-Percy, co-founder and CTO of Mr & Mrs Smith.

Tagged as: Mr & Mrs Smith | hotel | hospitality | boutique | booking | online | personalisation | automation | multichannel | Sailthru