Cost-Effective Solutions Driving Guest Engagement, Loyalty, and Profitable Revenue Growth
Boca Raton, Fla. – December 01, 2015 – AMResorts, an Apple Leisure Group subsidiary and the fastest growing luxury leisure company in North America, turned to Cendyn/ONE™ for an integrated CRM, Loyalty, and Data-Driven Marketing solution that delivers personalized guest engagement and one-to-one marketing automation. That solution was eInsight®, Cendyn/ONE’s award-winning, cloud-based CRM platform, which gave AMResorts an integrated view of their entire guest life cycle across 37 upscale resorts located throughout Costa Rica, Curaçao, Dominican Republic, Mexico, U.S. Virgin Islands and Panama in early 2016, while leveraging third-party data, psychographics, and behavioral information to provide extraordinary insight into guest history, value, engagement, and intent.
“With Cendyn/ONE we were able to understand our guests like never before,” said Erica Doyne, Senior Director of Marketing of AMResorts. “This enhanced business intelligence provided us two critical opportunities—first, the ability to drive personalized and meaningful communications to support guest satisfaction and loyalty; and secondly, a cost-effective solution to drive more revenue.”
Using eInsight, Cendyn/ONE seamlessly integrated guest data from all six AMResorts brands (Zoëtry, Secrets, Breathless, Dreams, Now, and Sunscape) into one central data warehouse, enabling unlimited guest segmentation and rules-based marketing automation, while delivering personalized marketing content and communications to prospects, reservation-holders, or recent guests. This 360-degree approach allows brands like AMResorts to understand their campaign impact across all digital channels—from what influences prospective guests to what captures intent to what drives bottom-line revenue. All of these efforts are supported by sophisticated reporting and optimization designed to improve outcomes automatically over time.
“Consider all of the data created by guests as they move through the life-cycle,” said Tim Sullivan, President of Cendyn/ONE™. “It starts as a guest explores options and websites, all the while interacting with brands multiple times across multiple channels before actually booking. And after that, they have multiple points of contact with the selected brand’s various technology systems, including those systems they interact with once onsite. Perhaps they also complete a post-stay survey or engage the brand on social media. At Cendyn/ONE, we view all of these touch points as opportunities for Data Intelligence, insights that lead to action and to measurable impact such as incremental revenue, improved return on advertising spend, or lasting brand loyalty.”
Cendyn/ONE also provides AMResorts with the ability to reach new prospects by using the Data Intelligence to build sophisticated look-alike models of AMResorts top-yielding guests, locate highly-qualified prospects based on those models, and then reach them with personalized messages across digital channels to optimize campaign efficiency.
“Our results for AMResorts have been fantastic and playing a role in a partner’s success is what we’re most proud of,” said Charles Deyo, CEO & Founder of Cendyn®, the parent company of Cendyn/ONE. “Cendyn was founded in order to deliver innovative technology solutions to the travel and hospitality industry. Today, Cendyn/ONE’s CRM and Data-Driven Digital Marketing solutions are doing just that and we’re committed to remaining at the cutting-edge of technology and delivery of true Data Intelligence for hotels and resorts globally.”