Time period: 1 year
on average in conversion uplift
bookers more likely to respond to email upselling
bookers more likely to order with the GuestJoy concierge
North Star Hotel has been partnering with THN since 2018; not only to refine their direct booking experience, but to ensure they deliver the right message to the right people at the right time. The hotel has been proactively working to build a strong direct channel in order to regain the direct relationship with guests.
Partnering with the team at GuestJoy, we have explored the relationship between direct channel bookings and online guest engagement. Performed with the cooperation of The North Star Hotel, we examined a years’ data to analyze the activity of direct bookers online.
Personalization is all about showing hyper-relevant content at critical moments to create an engaging user experience. With this in mind, North Star Hotel launched a series of Smart Notes for different types of visitors at various touch-points along the booking journey.
Drawing attention to the offer right from the moment the visitor landed on the website with a Welcome Layer, the property was able to offer guests what they were looking for. By adding a countdown clock to the message, they successfully created a sense of urgency to help nudge users towards making a booking.
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Smart Notes - Targeted Messaging
Welcome Layer communicating Black Friday offer
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