IHG Hotels & Resorts Partners with Salesforce To Enhance Personalization and Guest Loyalty

IHG Hotels & Resorts is partnering with Salesforce to enhance guest loyalty and meet evolving customer expectations. With its One Rewards program, IHG intends to drive guest loyalty through greater efficiency and higher levels of personalization at more than 6,000 hotels across 19 IHG brands.
 
Sixty-five percent of consumers say they will stay loyal to brands prioritizing personalized experiences. To meet these consumer needs, IHG is set to standardize its CRM infrastructure on the Einstein 1 Platform. This platform integrates CRM and data within a single platform to create customer profiles and tailor seamless guest experiences to drive loyalty. Salesforce and its technology partners are also facilitating guest management through generative AI.
 
“As we continue to enhance the IHG One Rewards loyalty program, one of our top priorities is ensuring our guests have a booking and stay experience that is customized to their individual travel needs,” said Heather Balsley, Global Chief Commercial & Marketing Officer at IHG Hotels & Resorts. “Our collaboration with Salesforce will enable us to further enhance the technology, tools, teams, and solutions that power our loyalty program, allowing us to provide personalized content and offerings that ultimately drive a deeper connection to our most valued guests.”
 
With a comprehensive 360-degree view of guests facilitated by Service Cloud, IHG can deliver prompt and accurate resolutions to guest inquiries, thereby enhancing overall guest satisfaction. Furthermore, IHG’s utilization of Marketing Cloud will provide targeted customer engagement through preferred communication channels, be it email, SMS, or push notifications. 
 
IHG One Rewards members are nine times likelier to book directly with IGH websites and its One Rewards mobile app. They also tend to spend 20% more than nonmembers. Through the Einstein 1 Platform, IHG hopes to grow its loyalty membership using predictive AI technology. 
 
Learn more about the Einstein 1 Platform:
https://www.salesforce.com/products/platform/
 
 
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