easyHotel group, the company which runs a chain of no-frills accommodation in city locations across Europe, the Middle East and Asia, is implementing a new data platform to transform customer engagement across the network.
The One Engagement Hub, run by Thunderhead, is a technology solution which is claimed to enable businesses to converse with each customer across all touchpoints, “delivering personalised interactions throughout the entire customer journey”.
The platform is designed to allow easyHotel to know and understand its customers’ behaviour across digital and physical channels and improve individual customer experiences.
easyHotel currently has three owned hotels comprising 390 rooms, and a further 18 franchised hotels with 1,490 rooms.
The Thunderhead cross-industry engagement team will work closely with easyHotel in the initial phases, providing advice and insight to further enable the strategy.
easyHotel chief executive Guy Parsons said: “One has already allowed us to understand our customers’ behaviour before they make a booking with one of our hotels.
“We are able to tailor the customer journey to ensure each customer is dealt with as an individual, receiving relevant and timely information from us to help them confirm their booking. We’re committed to improve the customer journey by personalising the experience across our hotel network and look forward to working with the team at Thunderhead.”
Thunderhead founder and chief executive Glen Manchester added: “We believe brands should humanise the relationships they have with their customers – One allows brands to easily have a conversation with the individual, to deliver a value-driven relationship. easyHotel’s focus on its customers puts them at the forefront of a competitive industry and we’re proud to be working alongside them.”
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