Member Article

Mr & Mrs Smith implements Sailthru to provide a unique customer experience for its members

Luxury boutique hotel specialist strives to provide an enhanced and personalised customer journey

Mr & Mrs Smith, an online hotel booking service for a highly curated collection of boutique, individual and small luxury hotels worldwide, has announced a three-year partnership with Sailthru, the only consumer interest-based automated personalisation platform, to serve individualised customer communications and experiences.

Mr & Mrs Smith, which has relationships with over 950 boutique hotel locations worldwide, now has the ability to enhance the customer experience across multiple online and offline channels through targeted and personalised customer communications.

As part of its ‘match-making’ offering to bring consumers and luxury owner run hotels together, Mr & Mrs Smith will be using Sailthru Smart Data™ to focus on buyer behaviour. Connecting customer interactions with the brand through multiple digital touch-points and advanced insight into individual customer preferences and experiences will empower Mr & Mrs Smith to provide a unique and highly personalised level of service. Being able to make customer data actionable in real-time - captured from online, email and app engagement - will unveil a holistic view of Mr & Mrs Smith customers previously unavailable. This will in turn equip the telephone travel team with relevant information about the customer, helping to significantly improve the personal customer experience, customer satisfaction and ultimately increase conversion rates.

Tamara Heber-Percy, Co-Founder and CTO, Mr & Mrs Smith comments, “Our focus is on providing our customers with truly unique travel opportunities and experiences, making once in a lifetime holidays more achievable. With over a decade’s experience of hunting out the best the world has to offer in luxury and boutique hotels, we wanted to continue our focus on truly personalised customer experiences and increase efficiency as our business develops. We appreciate that personalisation is about people, not numbers, so we’re confident that our partnership with Sailthru will assist us in truly understanding our customers’ interests and ultimately in creating intelligent, tailored messages especially for each of them.”

The installation of Sailthru’s technology is part of a wider focus by Mr & Mrs Smith on meeting the ever-changing expectations of its members. By being able to not only monitor previous trends but also have additional insight into future buyer behaviour, Mr & Mrs Smith will have the capability to provide a truly personalised customer experience.

Neil Capel, Sailthru’s Founder and CEO comments, “The determination from organisations to provide a true 1:1 personalised customer experience is an increasing trend we see in the US, UK and Europe. The Mr & Mrs Smith brand is a great advocate for putting the customer at the heart of the business and we are looking forward to being a key partner in the company’s growth and development.”

This was posted in Bdaily's Members' News section by Neil Capel .