International Email Marketing Laws Explained

By | Blog

International email law is a hot topic right now and it’s definitely not the easiest to grasp locally, let alone internationally. With so many variations of each country’s anti-spam laws, it is increasingly becoming difficult to send emails while being compliant with the email regulations of different countries, particularly the European Union and Canada.  Read More

Beyond points: loyalty trends shaping hotels

By | Blog

Via the Cendyn blog by Anil Bilghan who teaches hospitality marketing at Florida Atlantic University

The online marketplaces of the twenty-first century, together with changes to consumer lifestyles, have compelled hotels to transform the way they court customers. Guests suddenly had a voice, a very loud one, that could make or break a hotel’s image. Millennials’ demand for superior service, mobile devices and social media shook up the industry, turning everyone’s attention to loyalty. Read More

All things travel at Skift Forum Europe London

By | Blog
On Tuesday this week, Cendyn attended the first ever Skift Forum in Europe. Luckily it was in my home town, London, UK so was a hop skip and a train ride away for me to the Tobacco Dock in the very cool Wapping, London. We were proud to be sponsors of the event, to have the time to spend chatting to other attendees and taking in all the incredible amount of information from their extensive profile of speakers. Read More

Innovating with AI: predictive analytics

By | Blog
Hoteliers have an amazing collection of raw data, which when stitched together, form a digital trail of all the interactions that occurred during the guest journey. Predictive analytics, a type of artificial intelligence (AI), uses that data to segment guests. This allows marketers to move past basic audience characteristics and discover more specific, and more relevant, audience attributes that are at the foundation for marketing engagement and personalized product offerings.

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A hotelier’s guide to survey best practices

By | Blog
Thinking about implementing a survey at your property but not sure where to start?

We always assume every hotel has a survey in place, and they run like clockwork in the background but actually there’s a lot more to it than that. Understanding how to implement a survey at your hotel is key to your success and will help manage expectations within your team and help your guests share their experiences with you in the most productive way. Read More

Key highlights from a busy week at ITB Berlin

By | Blog
Last week the Cendyn team packed their bags from around Europe, Canada and the US to come together and join in on the madness that is ITB Berlin. Not only did we have the pleasure of attending ITB Berlin last week, we were also able to squeeze in attendance at both the International Hotel Investment Forum (IHIF) and an event hosted by the HSMAI EU team at the beautiful Sofitel Berlin Kurfurstendamm in the lead up to ITB.

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How to ace peak season marketing

By | Blog
When peak season hits, the pressure heats up for hotels to fill rooms to capacity. More than any other time of the year, guests are actively searching for properties, so how can a hotel maximize this golden opportunity? For marketers, the key to winning seasonal business is a digital strategy centered around location, context and relationships.

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How are you engaging with your most valued guests?

By | Blog
We often talk about how to build relationships with your guests and convert them from unknown guests, to loyal brand advocates, but how about what you do once you’ve done that? You have a select few guests who return frequently, sometimes at the same time of year, sometimes for business or sometimes with their family. How to do you treat your most valued guests to make sure they advocate your property and brand as much as possible and keep returning?

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Guestfolio clients see TripAdvisor ranking success with Review Collection

By | Blog
Recent findings from TripAdvisor and Guestfolio, part of Cendyn Hospitality Cloud, have brought to light the success of TripAdvisor Review Collection Partnerships for hoteliers. Using this technology, TripAdvisor identified that 74% of hotels using Guestfolio maintained or improved their TripAdvisor ranking position since starting Review Collection, and over 10% of those clients now occupy the No. 1 ranking in their region. Read More

The Greatest Email Campaigns of 2016!

By | Blog
Well, what a year it’s been! It’s been our biggest yet with Guestfolio sending over 41 MILLION emails in 2016 on behalf of our customers. We’ve also seen incredible creativity in so many emails this year, and with the continuing development and change in email, we’re delighted to see so much of that reflected in what hoteliers are using to communicate with their guests.  So, what better way to celebrate these successes than to look back and highlight the most successful campaigns sent this year. Each email campaign listed below, was picked out based on email design, click-through rates, open rates and revenue generated. Enjoy!

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What drives guests to be promoters of your brand?

By | Blog
In previous research conducted, we’ve seen that the Net Promoter Score has a positive correlation to a hotel’s TripAdvisor rating. Of course that makes sense, a positive review would hopefully tie in with someone willing to recommend your hotel to a friend or colleague but following from that, we decided to delve a bit further – what exactly is driving your guests to be promoters or detractors? Our analytics team looked into a huge number of responses and analysed their outcome to find some fascinating conclusions. Read More

RESEARCH: What makes a guest a promoter, neutral, detractor? A text analysis of Net Promoter follow-up question responses

By | Blog, Research

Background:

In a previous research piece, we found that a hotel’s Net Promoter Score (NPS) has a strong positive correlation with their TripAdvisor Rating (TAR). This finding, together with a logical argument that the level of guest advocacy for a hotel should influence the subsequent rating provided on TripAdvisor, provides a reasonable basis for hotel managers to adopt an instrumental strategy aimed at influencing their TAR through an understanding of the NPS. Read More

SKIFT REPORT: The Hotel Industry’s Automated Future: A Framework for AI With a Human Touch

By | News
SkiftAs part of Cendyn’s Hospitality Cloud, Guestfolio is excited to share the latest report published by Cendyn and Skift. Data has shifted the foundation of the hotel industry. Managers can now segment guest profiles to infinite degrees, creating a comprehensive picture of who’s staying at their properties. Managers can also track guest habits, interests, preferences and any unrecognized revenue opportunities or paths to stronger brand loyalty –– it’s all in the data.

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Cendyn Announces Acquisition of Guestfolio

By | News

Boca Raton, Fla. – November 29, 2016 – Cendyn, the leader in cloud-based software and services for driving sales and marketing performance in the travel and hospitality industry, announced today that it has acquired Guestfolio Communications (“Guestfolio”), a leading CRM marketing platform for boutique hotels. Read More