Contextual Engagement in Hospitality

June 23, 2017 Cal Calamari

It may seem unbelievable, but in 2014, it was estimated that there were more mobile devices than people in the world. Ok, so not everyone in the world has a mobile device, but for hotels, it seems every guest has 3 or more mobile devices. And the guests use their mobile devices for all communications. For brand marketing, this represents an opportunity to provide a personalized guest experience based on their preferences; for example, which properties they like to stay at, or the types of amenities they prefer during their stay at a hotel.

To develop this type of personalized engagement, the brand starts with a locationing and analytics platform which connects and communicates with their customers via their mobile device over the hotel’s Wi-Fi. The user and device analytics would then be used by a contextual marketing engine, to create a targeted and value-added set of engagements and offers specific for a customer, which could be at a particular time and place within the property.

As an example use case, the brand could utilize this mobile marketing system to welcome guest(s) to the hotel, acknowledge their loyalty level, and let them know which room they are in, or give them a coupon for the lounge while their room is being prepared.

To implement these mobile strategies, the location technologies needed to interact with the customer will vary depending on the level of location accuracy and types of brand marketing programs desired.  A contextual analytics platform provides a brand with the power to create the right level of interaction for the ultimate guest experience.

To learn more about this powerful tool, stop by the Extreme Networks booth (#2315) at HITEC to see a demo of ExtremeExperience, and deliver the ultimate guest experience!.

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