2017 Travel Tech Trend 6: I can read your mind (and it’s a bit scary)
By Kasia Pankowska
There’s a fine line between knowing your guests and outright stalking.
Increasingly sophisticated CRMs and how easy it is to integrate them with social media feeds open up a whole new world of possibilities for guest profiling. Or a can of worms, depending who you ask.
Tempting as it may be to try and find out everything there is to know about your guests and what they may be interested in, at Stay Planner we think browsing through your guests Facebook profile is a step too far. Creepy, even. If you know what their cat is called, you know too much.
Analysing what they do using your app is fair game, though. They signed up for it, and expect you to use technology to help them make the most of their stay.
So instead of leaving you lurking in the social media shadows, at Stay Planner we would rather give you the tools to let you see what activities your guest have viewed, which they have booked, and which they have subsequently canceled. Using our analytics you will be able to see which activities are popular, which ones to scrap, which ones to tweak or promote further.
You will also be able to see that the lovely couple staying in room 306 has been obsessively looking at spa treatments, but never booked any. It may be a good idea to chat to them or perhaps drop them a quick notification to offer them 10% off to seal the deal.