In the fast-paced world of hospitality, where customer expectations are as high as the competition, the art of converting inquiries into confirmed bookings can be challenging. This year, over 60% of Americans plan to travel more, which is a potentially lucrative statistic for businesses like airlines, hotel chains, and rental car companies. However, compare those statistics with the over 80% cart abandonment rate among travelers, and it’s clear that converting those 60% of Americans can be an issue.
Smart brands have heavily utilized online booking methods, with over 700 million travelers booking their hotels online. Many try to convert leads by creating competitive pricing. However, close to 50% of consumers prefer to book with brands they trust regardless of their price.
So, how do travel companies bridge the gap and convert those leads? To succeed, travel businesses need to rely on more than just traditional communication and conversion methods – they need a transformative approach that leverages cutting-edge technology to engage potential guests, kindle and maintain their interest, and guide them toward customer loyalty. This is precisely where Mitto AG’s innovative AI-powered omnichannel solutions work, reshaping the way hospitality businesses convert traveler leads into confirmed reservations.
The Power of AI and Omnichannel Integration For Travel Brand Loyalty
Most brands have the right idea surrounding customer satisfaction and interaction. They try their best to foster brand loyalty, which is a good first step. Around 71% of brand customers mention loyalty programs as being integral to their good experience with a brand, and two-thirds of those surveyed even say a good loyalty program can spur their initial and subsequent interactions with a brand. Even without Mitto’s help, many brands understand that SMS loyalty campaigns make a difference. After all, SMS campaigns boast a nearly 100% open rate.
There are some tried-and-true loyalty program tricks that often drive customer membership. Those include:
- Creating an exciting and memorable program name
- Sharing offers to keep customers engaged with your company offerings
- Sending messages (especially text messages) during optimal business hours, so you’re not waking customers up or interrupting sleep.
- Offering personalized messages that make customers feel special
- Continuing to offer incentives like discounts, traveler perks, and more.
But implementing these tricks is easier said than done. There are many challenges surrounding the moving parts of SMS campaigns, and that’s where omnichannel experts like Mitto can step in.
Mitto’s approach is grounded in the fusion of two cutting-edge tech solutions: artificial intelligence and omnichannel communication. Artificial intelligence, or AI, enables businesses to harness the vast potential of data analytics, machine learning, and automation to deliver personalized and relevant interactions at scale. Omnichannel communication ensures that these interactions occur seamlessly across various platforms – from text and email to social media and chat apps. This integration of AI and omnichannel communication empowers hospitality businesses to create a consistent and immersive guest experience throughout the lead conversion journey. This experience can enhance customer loyalty.
Personalized Engagement at Scale
Loyalty programs help with customer retention, but a bigger issue waits for travel industries: conversions and cart abandonment. Brands face close to 80% abandonment rates, often spearheaded by things like payment issues, too many steps in the booking process, and the customer’s drive to compare prices. And travel companies face a very unique issue, which is the sheer amount of travelers that get on apps each day. The Federal Aviation Administration has recently announced that close to 3 million people travel via air daily in just the United States. Scale that up to worldwide data, and the task is tremendous.
One of the cornerstones of Mitto’s technology is its ability to provide personalized engagement at scale, which is statistically one of the best ways to retain a customer long-term. Consider a traveler inquiring about room availability at a luxury resort. Instead of receiving a generic response, Mitto’s AI-driven system can analyze the inquiry and respond with a tailored message that includes not only room availability but also information about amenities that align with the traveler’s preferences. This personalized approach not only captures the potential guest’s attention but also sets the stage for a positive and memorable interaction.
But Mitto’s AI technology goes beyond surface-level personalization. It delves into data-driven insights to enable precision targeting, highlighting consumer interests. This data-driven approach ensures that each communication is relevant and valuable to the recipient, increasing the chances of converting a lead into a booking.
Real-Time Responses & Customer Nurturing
In today’s digital age, speed is of the essence. 63% of travelers spend their time online, and online interactions are speed-driven. Potential hotel guests and airline travelers expect quick responses to their inquiries, and delays can lead to lost customer opportunities. Mitto’s omnichannel solutions excel in providing real-time responses and instant gratification. Whether a potential guest contacts the business through social media, email, or messaging apps, Mitto’s AI-powered system ensures that they receive prompt and accurate information. This level of responsiveness not only enhances the customer experience but also builds trust and confidence in the business’s commitment to guest satisfaction.
The timing isn’t just limited to customer service responses after a travel delay or cancellation. Converting a lead into a booking often requires a series of well-timed interactions. This is where chatbots, supported by Mitto’s high-powered AI, can come into play. Once a potential hotel guest or airline traveler expresses interest, Mitto’s system can initiate a series of messages that provide additional information, showcase the property’s unique features, and even offer limited-time promotions. By nurturing the potential guest’s interest over time, businesses can increase the likelihood of conversion without overwhelming the guest with information all at once.
Personalization & Consistency Across All Channels
Omnichannel communication is not just about utilizing multiple platforms; it’s about creating a seamless and consistent guest experience across multiple platforms. Mitto’s technology ensures that brand voice, customer personalization, and more are consistent across all channels, allowing potential guests to seamlessly transition from one platform to another without feeling like they’re interacting with a different person every time. This synchronized approach contributes to a cohesive brand identity and enhances the guest’s perception of the business’s professionalism and attention to detail.
Mitto’s AI-powered technology also analyzes data and optimizes strategies for continuous brand improvement. The platform provides businesses with valuable insights into customer behavior, engagement rates, and conversion metrics that can help businesses evolve in a way that brings in new customers — and may even bring lost customers back in. Data-driven feedback empowers businesses to refine their messaging strategies, test different approaches, and make informed decisions that lead to higher conversion rates over time. Brands often implement this by sending personalized offers to customers they see shopping elsewhere, providing a diverse and secure variety of payment options via messaging apps, and using AI to address common booking issues quickly.
When it comes down to brass tacks, customer conversion boils down to business sustainability. Brands that convert one-time customers to loyal customers are looking at customers who are more willing to buy products continuously and exclusively with those brands. And an omnichannel strategy makes a huge difference. Mitto’s research suggests that companies with omnichannel communication strategies are nearly four times more likely to have a more robust loyal customer base compared to those with no omnichannel strategy.
In the understandably competitive world of hospitality, the journey from inquiry to booking is complex. Mitto AG’s omnichannel solutions provide a groundbreaking approach to the issues faced by the hospitality and travel industry. By leveraging the power of AI for personalized engagement, utilizing omnichannel communication for consistent interactions, and analyzing data for continuous improvement, Mitto empowers hospitality businesses to turn inquiries into a steady stream of reservations. Through real-time responses, nurturing sequences, and synchronized messaging, Mitto’s technology creates a guest experience that not only meets but exceeds expectations. As the industry continues to evolve, Mitto’s cutting-edge technology remains at the forefront, shaping the future of lead conversion in the hospitality sector.
