nicki graham
The Email Benchmarks – How Is Email Impacting Reopening?
Nicki Graham | July 15, 2020
By Nicki Graham How has reopening affected key email marketing metrics? In our recent Email Benchmark Report, we saw that even through a global pandemic, email continued to reign as the favored channel of communication for marketing and business. It has forged its way as one of the most effective ways to stay connected in a socially distanced world. As stated in our report, we saw a spike in email open and click-through rates and an increase in nights per booking in March and April 2020. This increase in nights per booking was due to a number of factors and different circumstances across the globe, but namely because those hotels...
Hotel Sentiment Survey Results: What Does Re-Opening Look Like During a Pandemic?
Nicki Graham | July 8, 2020
By Nicki Graham In a recent survey conducted at Cendyn, we spoke with hoteliers from across the globe and asked them how they are managing their re-opening strategy during a global pandemic. As a reminder to all, hotels are in different situations across the globe – not every hotel is closed right now but many were closed for a significant time and are just re-opening or planning to re-open, albeit at a limited capacity. There are also a number of hotels that are closed for the foreseeable future. This survey is focused on re-opening strategies for hotels across the globe and what their priorities are during this uncertain time. We look ...
Global CRM Study Preview: What’s Next for the Future of CRM
Nicki Graham | October 2, 2019
This is the final article in a preview series of H2C’s Global CRM Study, a collaborative report that leverages interviews and a global survey to explore the current state of CRM in the hospitality industry. The importance of a single source of truth as the centerpiece of a profitable customer relationship management strategy is one of the key takeaways from H2C’s Global CRM Study. The vendor-agnostic study combined findings from an online survey of 62 executives of both global and regional hotel chains and interviews with 25 hotel executives and 11 technology providers. In our third (and final) set of takeaways, we focus on ho...
Global CRM Study Preview: The Top Challenges When It Comes to CRM
Nicki Graham | September 19, 2019
This is the first article in a preview series of H2C’s Global CRM Study, a collaborative report that leverages interviews and a global survey to explore the current state of CRM in the hospitality industry. The importance of a single source of truth as the centerpiece of a profitable customer relationship management strategy is one of the key takeaways from H2C’s Global CRM Study. The vendor-agnostic study combined findings from an online survey of 62 executives of both global and regional hotel chains and interviews with 25 hotel executives and 11 technology providers. Here are the first set of takeaways from H2C’s far-reaching re...
Aggregating Your Hotel Data With CRM
Nicki Graham | September 5, 2018
The problems with multiple data sources By Nicki Graham It wasn't long ago that all the information hotels had on a guest could fit on a single registration card. In the late 1980s, the introduction of the property management system marked the beginning of the digitization of data. Since then, the number of platforms used by hotels to engage guests, streamline operations and drive revenue has proliferated. Today, a hotel may use a dozen or more applications, from revenue management systems to guest survey solutions to marketing automation software. "Guests leave a tremendous amount of data in their wake at the various touchpoints during...
