performance, health, and headwinds€¦ · •campaign tracking •engagement tracking revenue...
TRANSCRIPT
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PERFORMANCE, HEALTH, AND HEADWINDS
DONALD O’GRADY, VP TECHNOLOGYHEATHER RICHER, VP REVENUE + DISTRIBUTION
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KIMPTON BY THE NUMBERS1981
Founded
15+Projects in Development
75+Open
Restaurants
65+Open Hotels
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“EVOLUTION IS THE FUN PART”-BILL KIMPTON
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HOW DOES KIMPTON EMBRACE CHANGE?
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DATA IS THE KEY TO BRINGING CLARITY TO CHAOS
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“The goal of forecasting is not to predict the future but to tell you what you need to
know to take meaningful action in the present.”
-Paul Saffo
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RISKS LARGER THAN THEY MAY APPEAR
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• Tax cuts• More infrastructure
spending• Less regulation
• Massive uncertainty• Trade protectionism• Spending cuts• Anti-immigration
MARKETS VIEW THE GLASSAS HALF FULL
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INDUSTRY HEADWINDS
3rd Party Landscape Disrupters + The Sharing Economy
Additional Supply
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IT’S A COMPLEX LANDSCAPE, SO WHAT DO WE DO?
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BackOffice
PMS
Sales&CateringETL
BIWeb
Loyalty(Guru)
ChannelMixAnalysis
MobileCheckIn
HRIS
CRS
PMSBI
GiftCardMerchantBank EDW
BusinessApplicationUsers
TableauUsers
FinancialReporting
SalesSSRS
CRM
SyndicatedData
DATA-LED CLARITY
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BUSINESS EVOLVES AND DATA VIEWS MUST EVOLVE
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PERFORMANCE MANAGEMENTCreating more advanced data perspective—simplifying the madness
Restaurant•3rd Party•POS / BI•Syndicated Data
Sales + Catering•S+C System•3rd Party•Corporate Travel Platform•Competitive Set Data
Distribution + Voice•CRS•Call Center•Booking Engine Enhancements•Guest Service Systems
Digital•Web Tracking •Campaign Tracking•Customer Chat / Messaging
Social•Social Listening Software•Social Rewarding •Social Media Channels
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PERFORMANCE MANAGEMENTCreating more advanced data perspective – simplifying the madness
Email Marketing•Campaign Tracking•Engagement Tracking
Revenue Strategy•Comp Set Reports•RMS•3rd Party•Parity / Ranking
Customer + Member Intelligence•Loyalty Metrics•Customer Reviews•Customer Surveys
PR/Communications•Share of Voice
Brand•Brand Awareness
•Customer Acquisition Cost•Financials•PMS
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MEASUREMENT FRAMEWORK AND DATA VISUALIZATION
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EMBRACE NEW TOOLS
Different disciplines must act as one commercial / marketing group
Defining the problem or the solution takes digging and it’s a team effort
Making data driven decisions leads to greater success. Period.
Ensuring the entire organization has a “data first” mindset
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THANKS