Personalization
On our website and app, we create localized and personalized experiences to truly connect with our customers.
Insights on personalization
Markets reached though personalization
60
In 2022 we doubled the markets vs 2021
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Bounce rate
-24%
Visitors are more engaged and click more thanks to more relevant content.
Conversion rate
+33%
Users are more likely to click and complete a booking thanks to personalized experiences.
Click-through rate
+28%
Visitors are more engaged and click more thanks to more relevant content.
3 ways to offer personalized content
By combining data analytics and cultural intelligence, we can deliver content that fits each geographical area we delimit. This derives into a better engagement with global campaigns and local campaigns.
1 - By location
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2 - By user behavior
We look at the way the user lands on our website, looking at the traffic source, the behaviour on the website, the traveler's type, etc.
Thanks to these behavioural actions, we personalize the hotels and destinations that we offer to the user on our website and app.
3 - By Customer DNA
The “Customer DNA” is an alphanumeric string that contains all the operational variables to show a 360-degree view of the customer. This information will be available for every member as soon as they login into the website and is based on CRM data.
We will be able to use the “customer DNA” information to offer a bespoke experience to our members.
Examples of personalization on the home page
As a result of the implementation of geo-targeted content on the website, users entering from any of the 60 personalized markets see local, relevant content relating to destinations, hotels and special offers to boost engagement and encourage conversion.
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Examples of personalization on the app
Engagement of the app home banners continues to grow, thanks to the addition of new personalization subregions with locally personalized countries as well. In this way, we can assure that almost no user sees default content.
Coming soon! Personalization powered by Artificial Intelligence
Using real-time and historic customer data, machine learning models analyses search behaviour patterns in order to understand which results and content lead to the best outcomes for our users.
With this new technology, we will advance one step forward in our personalization roadmap
- Advanced popular destinations on homepage
- Paired with DNA, optimize the one-to-one personalisation for our members
You have questions,
we have answers!
We personalize content to make it relevant for each visitor. Distributing the right content in the right format to the right people at the right moment. For example, a person travelling with kids will be interested in the hotel kids' facilities, while the business traveller will be interested in other facilities, like the grab-and-go breakfast or space for work in the room.
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