DRIVING BOOKING REVENUE AND ENGAGEMENT ACROSS BRANDS

INDUSTRY

Travel & Hospitality

COMPANY

Global Hotel Alliance

COMPANY DESCRIPTION

Global Hotel Alliance is the world’s largest alliance of independent hotel brands with over 500 unique upscale hotels and resorts in 78 countries, across 35 individual brands and with 12M members in their Discovery Loyalty Program.

CAMPAIGN STRATEGY

  • Campaign Productivity
  • Lower Unsubscribes
+315%
Revenue Per Message
We’re very pleased with the results; it shows that Tinyclues can identify who is most likely to respond to an offer. This leads to greater relevancy and lower opt-out rates because you’re providing the kind of offers your customers are looking to engage with.
Robin Korman
Head of Loyalty Marketing & CRM
Robin Korman, Global Hotel Alliance

Context and Challenges

  • Needed to drive bookings and increase revenue for the different hotel brands in the alliance.
  • Wanted to align business goals with a customer centric strategy.
  • Highly relevant communications needed to improve customer experience.
  • Limited resources and a small marketing team.

Solutions and Use Cases

  • With Tinyclues’ AI-first solution, Global Hotel Alliance identifies the optimal audience for specific luxury offers, destinations and brands, going beyond ‘past’ behaviour targeting.
  • Provide a better customer experience by sending relevant messages to their 12M loyalty program members.

Results

  • Delivered a positive customer experience through personalized & relevant content and intelligent fatigue management leading to a 139% increase in click rate and a 73% decrease in unsubscribes.
  • By finding the future bookers with deep learning, GHA saw a revenue per email increase of 315%, with an increase in conversion rate of 94% (average across campaigns, as measured during A/B tests).