GUEST SATISFACTION EXPERTS

HOTEL CRM

1

satisfaction

Customer satisfaction maximised

76% of travellers are willing to pay more for a hotel with higher ratings.

2

reputation

Your hotel reputation is increased

89% of travellers choose their hotel based on internet reviews.

3

loyalty

Your customer loyalty Is optimised

39% of travellers regularly visit the same city.

Discover
The complete "Experience" solution

01 Before your guest arrives

EMAIL

Booking confirmation for hotel

Customisable email depending on rates or customer segments.

Includes emails to validate a cancellation or a change.

Goal: Take control of customer relations from the very first day.

EMAIL

Pre-welcome

7 days before they arrive, the CRM reassure your customer and create a human relationship.

Goal: Cut down on cancellations and reassure your customer.

QUESTIONNAIRE

Getting ready for your client's stay

Allow your guests to express themselves and let you know what their needs are.

Goal: Anticipate their needs and get an exceptional experience ready for your customer.

CONCIERGE

Upselling

Elegantly offer additional services such as your restaurant, spa, room upgrades, etc.

Goal: Increase your hotel revenue.

QUESTIONNAIRE

Pre check-in

Accelerate customer check-in by getting them to pre-fill the necessary administrative information so they can go straight to their room on arrival.

With the Experience Hotel CRM: save and make time for your receptionists.

Goal: Make check-in smoother for better customer satisfaction.

02 During their stay

APPLICATION

Check-in app for your tablet

A fully customisable check-in questionnaire for your guest.

Get the essential information.

Goal: Get 100% of customer emails.

CRM BACK OFFICE

A unique view of the specific customers in your hotel

A businessman looking for a business contract, an keen traveller in your region, and more besides.

Seize opportunities to create loyalty as they arise.

Goal: Identify potential opportunities for loyalty.

SURVEY

Feedback during your customer's stay

Your customers don't always tell you everything.

Using a minimal survey, detect issues quicker than ever.

Don't let any customers leave your hotel unsatisfied.

Goal: Prevent bad comments on the internet.

03 After their stay

QUESTIONNAIRE

Satisfaction Survey

See your hotel the way your customers see it; what you have to improve, what people really like.

Pin down what your customers liked about your surroundings so you can better advise your future customers.

Goal: Become truly aware of your own bad points and strong points and be able to act accordingly.

E-REPUTATION

Dynamize your e-reputation

As it is perfectly integrated into TripAdvisor, Google and Facebook, Expérience collects your customers' experiences and posts them on the biggest feedback platforms.

Goal: Automatically share your customers' experiences on TripAdvisor and Google.

EMAILING CAMPAIGNS

Cut down on commissions

The Experience "CRM" is dedicated to the hospitality industry. It encourages your customers to make their next booking directly via your site.

By smart communication, Expérience ensures that every customer remembers your hotel when they are thinking of a new booking in your area, up to a year after they leave.

Goal: Directly create customer loyalty.

04 Customers loyalty

EMAIL CAMPAIGN

30 email scenarios at your disposal

National days, public holidays, birthdays, etc. 
Each event has its own comms campaign, to make sure your customers remember you.

You can also compose your own custom campaigns at any time.

Goal: Make your e-mail campaigns as easy as possible.

IMPROVED CUSTOMER DATABASE

A segmentation tool specially designed for the hotel industry

Type of traveller, nationality, whether they know the region or not, date of birth, etc.

The more you know about your customer, the more targeted, accurate and effective your communication will be.

Goal: Take advantage of 100% of your customer base.

ARTIFICIAL INTELLIGENCE

A fully automated customer tracking system

Ability to maintain contact for up to 3 years after your customer checks out.

You will never again have to worry about your email campaigns, as the “Expérience Fidélité” (Loyalty Experience) option will do it for you.

Goal: Increase your percentage of loyal customers and cut down on your commissions.

Blog posts about CRM usage in the hospitality industry

 

What will be the fourth digital revolution of the hotel world?

Today, computer technology has become a key part of our daily lives: iPhone, laptops, sync-ed calendars, Internet, Netflix, etc. This powerful tool has revolutionized the way we live and continues to do so day after day.

But what does that mean for the world of hotels?

A great number of tools have also been created. Some have been so revolutionary that your hotel can no longer do without them. Others were great ideas but soon fell by the wayside.

What does the future hold for us? What path forward emerges, announcing the next set of “must-have” tools for the hospitality business?

To answer this question, let’s take a look at the past!

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A CRM system for hotels? What does that mean, exactly?

When marketing CRM, I often bring the subject up with hoteliers. But most of the time they don’t really understand the concept. Why not? Because in the past, many companies have used the term incorrectly to describe systems that aren’t CRM, or are only a small part of a CRM system.

  • A CRM system is not a mailing solution.
  • A CRM system is not a customer database.
  • A CRM system is not a customer satisfaction system.
  • A CRM system is not a retention technique.
  • It’s ALL of the above, and much MORE.

In this article, I’m going to focus on explaining what the major market players mean when they talk about CRM. And I’ll add my own personal conclusions, as usual.

Happy reading!

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How to choose the right CRM for YOUR hotel?

Although many solutions are not yet available on the market, it is important to create a road map to guide you when it’s time to take the next step and select a CRM. You will need to be able to choose the right solution for your needs. The best way to start is by identifying the general requirements of different types of hotels.

That is what I will aim to do in this article.

NOTE: these are general requirements, analyzed over four years of regular contact with hoteliers. You may of course have other needs that are specific to your hotel and your management style. This article will provide you with a basic overview of what you should be looking for.

I hope you will find this information interesting and useful.

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