Personalization Leads to Higher Engagement and ROI for Abbey Beach Resort

HOTEL TYPE Independant
PRODUCTS USED Marketing
REGION Oceana

The Challenge Putting the individual guest at the center of every communication
The Solution Automate the customer journey with personalized communications
The Results 156X ROI
Rebecca Bogner Sales & Marketing Manager

"Revinate's Segment Builder has allowed me to target much more effectively which has resulted in higher email open rates and clickthroughs, with a decrease in unsubscribes and bounces.

With a B.A. in Business Administration and a diploma in Hotel and Resort Management, Rebecca Bogner is now a Sales and Marketing Manager. Her commitment to Revinate Marketing has helped tremendously in taking on new responsibilities, such as revenue management.

The shift from guest services to sales and marketing required a new way of thinking. “You have to think about what the customer wants and needs so you know how to best market to them,” says Rebecca, so she decided to bring on Revinate Marketing. The ability to automate and segment campaigns allows for more diverse and effective marketing, as she can now consider the needs of her individual customers and put them at the center of every communication.

Rebecca loves how easy Revinate Marketing makes segmenting her PMS data. For example, guests who’ve stayed more than a designated number of times receive a special series of emails for pre-arrival, on-property and post-stay. She also sends winback emails if they book through an OTA. Other valuable segments include guests of the VIP program, past guests, and corporate travelers. On the contrary, detractors receive a personal email from the general manager or other staff, and they often respond personally to promoters, as well. Moreover, the display of revenue reports lets Bogner track the performance of her campaigns easily and accurately.

Abbey Beach has generated a monthly ROI average of 156X with Revinate Marketing due in large part to segmentation.

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