Mr & Mrs Smith is an award-winning hotel website, booking service and free-to-join travel club, specializing in finding the world’s most inspiring boutique hotels. Founded in 2003, Smith has published nine coffee-table guidebooks and maintains a hand-picked and anonymously reviewed collection of around 900 of the world’s most stylish stays at mrandmrssmith.com.
Photo credits Mr & Mrs Smith
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 personalized customer communications.
Mr & Mrs Smith Real-time Customer Experience
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.
Sailthru, the only customer interest-based automated personalisation platform, is driving a major shift in how companies engage with their individual customers and optimise their revenue opportunities. Through the automated analysis of large data sets, Sailthru Smart Data™ generates and delivers personalised, omnichannel digital brand experiences. Sailthru-powered 1:1 relationships with consumers drive higher revenue and conversion for clients including: ACHICA, Mr & Mrs Smith, Busuu and Delivery Hero in the Europe and Fab.com, Acumen Brands, Thrillist/Jack Threads, Everlane, Huffington Post, and Business Insider globally.
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.”
For more information, please visit www.sailthru.com.