Imagine a mid-sized hotel that recently invested in modern marketing tools to increase direct bookings.
NB: This is an article from TrustYou
Subscribe to our weekly newsletter and stay up to date
Their team diligently ran campaigns through third-party booking channels, tried to capture as much customer data as possible, and optimized their website. Despite their best efforts, the results were not cohesive. Guest data lived in silos – some in their Property Management System (PMS), some in the hotel marketing platform, and others scattered across various systems.
This is where a CDP for hotels becomes a game-changer. It’s the missing piece in the hotel technology stack, bringing together scattered guest data to create unified customer profiles and allowing hotels to provide the type of hyper-personalized experiences that modern travelers crave.
What is a Customer Data Platform?
So, what is a CDP exactly? Simply put, a Customer Data Platform is a type of software that collects, organizes, and unifies guest data from various systems – everything from your website to your PMS, CRM, and various marketing tools. It creates a centralized hub of guest information, building unified customer profiles from every interaction a guest has with your brand.
Our Customer Data Platform empowers hotels to centralize guest data, enabling them to gain valuable insights and deliver personalized experiences. By reducing reliance on third-party booking channels, TrustYou helps hotels optimize marketing strategies and enhance guest loyalty. CDP is the missing link in hotel tech, unifying guest data to enable hyper-personalized experiences for modern travelers.
In the hotel industry, this means moving away from viewing a guest as a booking number and starting to see them as an individual with specific preferences, behaviors, and needs. A CDP solution lets you unify data points like booking history, room preferences, special requests, and even social media interactions, creating an unparalleled view of your guest.
CDP vs. Traditional Systems: Solving the Fragmentation Problem
Many hotels rely on Customer Relationship Management (CRM) systems to handle guest interactions. While useful, CRMs often only capture specific data related to a guest’s interactions with the sales and marketing teams. A CDP goes beyond that, pulling in data from all areas of the hotel’s operations, enabling a personalized guest experience. It bridges the gap between data sources and eliminates the silos caused by fragmented systems.
