Last week the Cendyn team packed their bags from around Europe, Canada and the US to come together and join in on the madness that is ITB Berlin. Not only did we have the pleasure of attending ITB Berlin last week, we were also able to squeeze in attendance at both the International Hotel Investment Forum (IHIF) and an event hosted by the HSMAI EU team at the beautiful Sofitel Berlin Kurfurstendamm in the lead up to ITB.
Steven took us through the journey of what makes brands successful with their loyal customers and what the future of this looks like for organizations across the globe. His love of Disney shone through quite a bit (see below for proof!), however as a brand, Disney’s true dedication to customer experience and happiness is one to be in awe of. We also saw examples from organizations such as Amazon, Zappos, Uber – all where the user interaction and experience has driven customer loyalty and brand recognition – instead of putting the love of the brand first. More and more we see this in the hospitality industry, as hoteliers live and breathe the importance of guest satisfaction and experience dictating where guest loyalty sits over the actual brand.
After HSMAI, the Cendyn team swiftly headed over to Messe Berlin, the incredibly large over-sized conference hall(s) that sit on the outskirts of Berlin. Wednesday was a great success in terms of attendance, the whole stand was buzzing with consultants, hoteliers and vendors walking up to discuss our products with the team. We also announced the exciting news that Cendyn is now the most integrated CRM in the hospitality industry, this news didn’t just resonate with hotel IT teams, it also highlighted the possibilities for marketers, sales and revenue staff. With over 175 technology vendors in the industry, Cendyn now allows hoteliers to see the one true single profile of their guest in one place, allowing them to cohesively pull data from all their platforms and work as a team to focus on what’s important for the guest.
This led us eagerly into Thursday where we saw the most traffic on our stand. At 1pm, Michael Bennett, SVP Global Marketing & Business Development joined with our SVP Product Marketing, Duane Hepditch, to discuss the concept of CRM³ – using Management, Measurement and Monitoring to capitalize on the use of CRM. Using these three aspects of CRM, they delved into how, through examples, hoteliers can understand what benefits hoteliers can see using CRM and ultimately what ROI and results can be seen. We saw examples from both the USA and Europe. Watch the presentation here:
It was a very busy week for the Cendyn team but hugely successful and of course, a few german beers were enjoyed by all in between! We’re already looking forward to next year!
Want to see more photos? Visit our Facebook page and like us while you’re there.