Development of a Automated Customer Retention and Engagement Platform for Hospitality Chains

The client lacks a comprehensive post-sale communication system to engage with customers, build a subscriber base, and foster loyalty. This leads to missed opportunities for personalized marketing, customer retention, and revenue growth, due to fragmented communication channels and insufficient contact data collection.

A large hospitality chain comprising ski resorts, hotels, entertainment facilities, and recreational services seeking to enhance customer engagement and increase repeat bookings through targeted digital marketing and automated communication channels.

• Audit and validate existing customer contact database to improve contact accuracy and deliverability.
• Develop a scalable platform for building and expanding the customer contact base through website integration and multi-channel subscriptions.
• Design and implement a trigger-based communication framework for personalized and timely engagement across multiple customer journey stages.
• Create flexible and targeted email and notification campaigns to boost customer retention, re-engagement, and cross-sell opportunities.
• Achieve significant growth in subscriber base, increased engagement metrics, and measurable sales conversions.

• Contact database auditing with contact validation and cleanup processes.
• Integration with website widgets and push notification systems for subscriber acquisition in multiple languages.
• Setup of an email service platform with automation, segmentation, personalization, and A/B testing capabilities.
• Development of a trigger communication map covering customer activation, retention, reactivation, and event-based scenarios.
• Design of tailored email templates for different customer segments and engagement goals.
• Automated deployment of multi-stage email series including welcome, re-engagement, promotional, and service introduction campaigns.
• Real-time analytics dashboard for tracking campaign performance metrics like open rates, click-through rates, and conversions.

• Customer website widget for subscriber sign-up
• Customer relationship management (CRM) system
• Email service provider with automation capabilities
• Push notification delivery systems

• High deliverability rates with at least 95% email deliverability
• Scalability to support a subscriber base expanding beyond 100,000 contacts
• Personalization engine capable of dynamic content customization
• Compliance with data privacy regulations (e.g., GDPR, CCPA)

By implementing this system, the client aims to establish a robust digital marketing channel capable of consistently engaging customers, increasing subscription base to over 80,000 users within 8 months, boosting email open rates to at least 50%, and generating a substantial increase in sales transactions, fostering long-term loyalty and revenue growth.