Travelodge worked with RedEye to complete in-depth journey mapping, delivering actionable insights to improve revenue across all customer touchpoints. This knowledge was combined with RedEye’s data driven marketing automation which is central to Travelodge’s customer experience initiatives.
One area identified for enhancement was a gap in guest communications between booking and arriving at the hotel. For Travelodge the period between booking and arrival is the perfect opportunity to enhance the pre-stay experience. To remedy this RedEye and Travelodge developed a truly personalised pre-stay campaign that combines information from the customer’s booking along with the hotel and location itself.
The campaign targets specific guests with offers related to their personal interests and the number of guests staying, preparing guests with information about their stay, even including suggestions on what to pack along with real time weather updates.
In this vein, over the last 18 months Travelodge have developed an extensive suite of personalised multi-channel campaigns, speaking to customers at every point on their journey, driving customer engagement and retention.