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Spicers Retreats guests on cloud nine with new marketing technology

February 6, 2017 Hotel News No Comments Email Email

A new technology used by Spicers Retreats is providing an improved and personalised guest experience that extends well beyond a customer’s stay.

The Salesforce CRM technology implemented by Spicers Retreats allows the luxury hotel provider to tailor their communications and experiences to the customer – a welcomed competitive edge in the saturated hotel market. 

Luke Neale, Director of Sales and Marketing at Spicers Retreats, said the Marketing Cloud allowed them to create bespoke marketing communications with mutual benefits for business and customer.

“The Marketing Cloud lets us communicate with guests more personally than ever before, ensuring we aren’t wasting time and money on communications that don’t resonate with our audience,” said Neale.

“By personalising emails, mobile activity, social media activity, advertising and the web, we are able to ensure our messages are delivered to each customer in a way that will get the most cut-through with them.

“Our strategy for the first few years was largely above-the-line advertising to create noise, but we’ve since grown in our understanding of who our target market is.”

“If we can see that a customer hasn’t opened an EDM, we can engage them via SMS or try delivering personal mail to their letterbox – it truly is a strategic opportunity to connect with our guests,” said Neale.

Spicers Retreats is a boutique group of luxury retreats, restaurants, cooking schools and day spas based in Queensland and New South Wales, with a new property set to open its doors in Sydney’s Potts Point in May 2017.

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