IHG Hotels & Resorts Aims to Boost Guest Loyalty with Salesforce
April 22 2024 - 7:00AM
Business Wire
IHG Hotels & Resorts will become the first
global hospitality company to standardize on Salesforce Loyalty
Management
Today, Salesforce (NYSE: CRM), the #1 AI CRM, announced an
expanded relationship with IHG Hotels & Resorts (NYSE: IHG,
LON: IHG), one of the world’s leading hotel companies with more
than 6,000 hotels across 19 global brands, to drive guest loyalty
through its IHG One Rewards program and unlock efficiencies, deeper
personalization, and faster innovation.
Customer expectations are changing, with 65% of consumers saying
they will remain loyal to companies that offer more personalized
experiences. To meet these expectations, IHG is standardizing its
CRM on the Einstein 1 Platform, which brings CRM, AI, data, and
trust on a single, unified platform to drive customer loyalty, more
tailored guest experiences, and greater efficiencies.
“As we continue to enhance the IHG One Rewards loyalty program,
one of our top priorities is ensuring our guests have a booking and
stay experience that is customized to their individual travel
needs," said Heather Balsley, Global Chief Commercial &
Marketing Officer at IHG Hotels & Resorts. "Our collaboration
with Salesforce will enable us to further enhance the technology,
tools, teams, and solutions that power our loyalty program,
allowing us to provide personalized content and offerings that
ultimately drive a deeper connection to our most valued
guests.”
“By bringing more data into Salesforce, IHG Hotels & Resorts
is able to garner greater insights that will contribute to an
unparalleled experience for guests and hotel owners,” said Jeff
Amann, EVP & GM, Salesforce Industries. “With the Einstein 1
Platform, IHG is delivering joy for its guests today while setting
itself up to leverage new technologies like AI that help optimize
guest interactions in the future.”
How IHG Hotels & Resorts is innovating with the Einstein
1 Platform
IHG One Rewards members spend 20% more than nonmembers and are
estimated to be nine times more likely to book directly with IHG’s
global websites and the IHG One Rewards mobile app.
With the Einstein 1 Platform and its adoption of Loyalty
Management, IHG will be able to foster even stronger relationships
with guests and grow its loyalty membership with predictive AI
capabilities. In addition, IHG is leveraging Data Cloud and Service
Cloud to accelerate innovation and create more tailored customer
service.
- Seamless brand experience for guests: Through the
expanded use of Data Cloud, IHG Hotels & Resorts will create a
single source of truth for millions of customer profiles, unifying
data from multiple external systems, and creating seamless guest
experiences across the company’s 19 global hotel brands. With
Salesforce and other technology partners, IHG is laying the
foundation to use generative AI to help guests manage their stays
more effectively.
- Customer engagement and marketing: When a potential
guest visits an IHG Hotels & Resorts booking page but doesn’t
complete a booking, a segment is created in Data Cloud and sent to
Marketing Cloud for activation to encourage the member to come back
and complete the transaction.
- Transforming the approach to guest loyalty: With Service
Cloud, IHG Hotels & Resorts will be able to tap into a
360-degree view of their guests, offering more tailored customer
service and delivering more accurate, faster resolutions to guest
inquiries. Marketing Cloud also helps IHG Hotels & Resorts more
effectively reach customers through channels they prefer, whether
email, SMS, or push notifications.
More information:
- Learn more about IHG Hotels & Resorts
- Learn more about the Einstein 1 Platform from Salesforce
About Salesforce
Salesforce is the #1 AI CRM, empowering companies to connect
with their customers in a whole new way through the power of CRM +
AI + Data + Trust on one unified platform: Einstein 1. For more
information visit: www.salesforce.com (NYSE: CRM).
About IHG Hotels & Resorts
IHG Hotels & Resorts [LON:IHG, NYSE:IHG (ADRs)] is a global
hospitality company, with a purpose to provide True Hospitality for
Good.
With a family of 19 hotel brands and IHG One Rewards, one of the
world's largest hotel loyalty programmes, IHG has more than 6,300
open hotels in over 100 countries, and a development pipeline of
over 2,000 properties.
- Luxury & Lifestyle: Six Senses Hotels Resorts Spas, Regent
Hotels & Resorts, InterContinental Hotels & Resorts,
Vignette Collection, Kimpton Hotels & Restaurants, Hotel
Indigo
- Premium: voco hotels, HUALUXE Hotels & Resorts, Crowne
Plaza Hotels & Resorts, EVEN Hotels
- Essentials: Holiday Inn Express, Holiday Inn Hotels &
Resorts, Garner hotels, avid hotels
- Suites: Atwell Suites, Staybridge Suites, Holiday Inn Club
Vacations, Candlewood Suites
- Exclusive Partners: Iberostar Beachfront Resorts
InterContinental Hotels Group PLC is the Group's holding company
and is incorporated and registered in England and Wales.
Approximately 345,000 people work across IHG's hotels and corporate
offices globally.
Visit us online for more about our hotels and reservations and
IHG One Rewards. To download the new IHG One Rewards app, visit the
Apple App or Google Play stores.
For our latest news, visit our Newsroom and follow us on
LinkedIn.
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version on businesswire.com: https://www.businesswire.com/news/home/20240422149371/en/
Caylah Novak pr@salesforce.com
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