SAN FRANCISCO, May 14, 2024 /PRNewswire/ -- Sojern, the leading
digital marketing platform built for travel, today announces its
suite of Guest Experience Solutions are now available in
Europe. The launch will kick off
in Spain, Italy, the United
Kingdom and Ireland, with
France and Portugal to follow. In 2023, Sojern acquired
VenueLytics, hospitality's most integrated guest experience
platform, and incorporated VenueLytics' capabilities as an
extension of the Sojern Travel Marketing Platform, known as Guest
Experience Solutions (GES).
In North America, Asian
American Hotel Owners Association (AAHOA) spoke highly of the
increased guest satisfaction and new restaurant revenue since
incorporating GES. "Sojern has significantly boosted guest
satisfaction at our property. Our team gains access to real-time
data that assists in delivering a seamless customer experience.
Additionally, the platform acts as an added revenue stream for our
restaurant," said Dhiren
Masters, North Texas Regional Director, AAHOA.
Building off the initial launch, Sojern is also expanding its
Guest Experience Solutions in Europe including working with GetYourGuide, a
leading platform for travelers to discover and book experiences
such as walking tours, local cooking classes, skip-the-line tickets
and more across 10,000 cities. GetYourGuide Chief Marketing
Officer Emil Martinsek
said, "At GetYourGuide, our data shows a clear mindset shift.
Not only are consumers finding and booking tours and activities
earlier in their travel planning, they're doing this increasingly
digitally. We are focused on developing and leveraging technologies
that help travelers easily discover and book experiences worth
traveling for."
Guests Want Personalized Experiences—and Hoteliers Must
Deliver
Today's guests are seeking personalized experiences, and they're
drawn to brands that deliver exactly that. According to a
recent survey, only 65% of guests believe that a hotel "knew" them
and 62% believe that a hotel truly heard them. What's more, only
60% of guests were satisfied with a hotel's proactive
communication, and just 65% were content with its ability to
provide personalized experiences. Guest Experience Solutions
automate guest communications while giving hoteliers a pulse on
customer sentiment, freeing up staff to deliver the special touches
that make a hotel stand out from the crowd.
Elevating the Traveler Experience
Since 2007, Sojern has given hoteliers the tools to drive direct
bookings, build loyal relationships with guests, and maximize
revenue. With the addition of GES, hotel marketers can now engage
with travelers before, during and after their stay to optimize net
revenue per room (RevPAR). Sojern's Guest Experience Solutions
gives hoteliers access to automated tools in a flexible model that
fits their business needs.
Sojern's Guest Experience Solutions include:
- AI Smart Concierge: AI Smart Concierge automates
more than 500 responses to common guest questions via SMS, Facebook
Messenger, WhatsApp and Website Chatbot, enabling staff to
prioritize face-to-face interactions while gathering valuable data
on guest wants and needs. AI Smart Concierge has driven up to a
600% increase in guest engagement, a 65% decrease in front desk
calls, and a 56% reduction in brand quality audits.
- Reputation Manager: Sojern's data shows that every
negative review can cost a hotel anywhere from $1,000-5,000 in revenue and loss in the lifetime
value of the customer. Reputation Manager empowers hoteliers to
efficiently gather and manage feedback. Generative AI instantly
drafts responses for both in-stay and online customer reviews and
streamlines the escalation of real-time issues to the relevant
staff members or managers. With Reputation Manager, Sojern
customers have increased their Net Promoter Scores by 35% on
average over three months.
- Guest Marketing Suite: Hoteliers can cultivate
genuine guest relationships by effectively using email, SMS,
WhatsApp and chat features to engage with guests throughout the
entire customer journey. Through consistent and tailored
communication, they can boost direct bookings, ancillary revenue,
and foster long-term loyalty. Some Sojern customers
have generated more than $5,000 per
day from email marketing campaigns using the Guest Marketing
Suite.
"In a short-staffed market, the increasing expectation for
customized experiences throughout the entire customer journey is
placing unprecedented pressure on hotels. We are excited to
introduce our Guest Experience Solutions in Europe to empower hoteliers beyond the
booking, expanding our offerings to be an end-to-end marketing
platform. Sojern's cutting-edge Travel Marketing Platform enables
consistent engagement throughout the guest journey thanks to
state-of-the-art technology," said Celine Chaussegros, Vice
President of Property at Sojern. "We are dedicated to
delivering innovative solutions for the travel sector by harnessing
data, AI, and technology to achieve impactful outcomes. Through our
Guest Experience Solutions, we analyze, unify, and act on data from
diverse hotel management and marketing systems, enabling Sojern to
strengthen our connections within the hospitality
industry."
Sojern's Guest Experience Solutions equip hotel marketers with
the tools to enhance their entire marketing funnel. Recently,
Sojern introduced The Hotel Marketer's Playbook: A Guide to
Navigating the Marketing Funnel to help hotel marketers
leverage a full-funnel marketing approach and create a unified
strategy. To download a copy click here.
For more information about Sojern's Guest Experience Solutions,
click here.
About Sojern
Sojern is a leading travel marketing platform designed to
boost growth and profitability for the travel industry. The Sojern
Travel Marketing Platform is a set of easy-to-use software and
services that delivers unrivaled traveler insight, intelligent
audiences, multichannel activation and optimization, and a
connected guest experience—all in one place. More than 10,000
travel marketers rely on our platform annually to find, attract,
convert and engage travelers. Founded in 2007, Sojern is
headquartered in San Francisco,
California with teams in the Americas, Europe, Middle
East and Africa, and
Asia Pacific.
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