Best practices for mobile marketing in travel and hospitality

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Mobile continues to be an increasingly important channel, not only for planning and booking, but for all stages of the journey. To help travel businesses harness the power of mobile marketing, Acoustic has released its “SMS as a Competitive Advantage” handbook, with key information on messaging practices that can help maximize customer engagement and increase return on travel. the investment.


Mobile devices are one of the most effective ways for travel companies to share relevant messages with customers at key touchpoints in their journey, from dreaming and planning to booking and flying to the destination experience, with utilitarian services like check-in and close reminders. activity recommendations.

According to Google, 71 percent of US travelers agree that they “always” use their smartphones when traveling. With Americans checking their phones nearly 100 times a day on average, it’s clear that travel businesses need to prioritize mobile marketing to strategically engage with customers on their journey.

While the mobile device is the primary device for travel planning in most of the world, according to Skift Research, mobile travel bookings have yet to surpass desktop bookings in volume or value. As mobile usage continues to grow, travel businesses must seize this opportunity to develop mobile strategies that also support sales goals.

“If the tool used to research isn’t the same tool used to make reservations, it opens the door for consumers to lose momentum rather than convert,” said Kelly Owen Grover, Acoustic’s vice president of growth. “To avoid this conversion friction, travel and hospitality companies need to invest in the mobile customer experience. SMS and other personalized mobile communications not only connect with consumers during those critical moments of conversion, but also allow companies to continue generating value throughout the entire life cycle. This presents a unique opportunity for this industry because they can continue those personalized communications while someone is enjoying the ‘product’ – the actual travel experience.”

The best way to engage consumers on the go, not just when they’re in transit but throughout their travel experience, is often through SMS, which offers unmatched immediacy and boasts 99% open rates. hundred. Popular uses of SMS in travel and hospitality include flight alerts, hotel check-in alerts, gate changes, last minute deals on flights and hotel rooms, travel reminders or advice, loyalty program alerts, and surveys. rapid customer satisfaction.

This Acoustic playbook will help travel businesses identify the right touchpoints to focus on, grow and enrich their database, develop the right copy, and avoid common mistakes as they integrate SMS messaging into their marketing strategy. mobile marketing.

“Today’s consumers are inundated with marketing materials across all channels, but SMS presents an opportunity for travel and hospitality brands to send hyper-personalized communications that cut through the noise,” said Grover. “When included as part of a multi-channel marketing strategy, SMS can deliver significant ROI by improving the digital customer experience and increasing brand loyalty.”

In this manual, you will also find:

  • Popular use cases to help travel businesses harness the full power of SMS marketing
  • Tips to help travel businesses use SMS marketing to increase customer satisfaction and revenue
  • Best practices for SMS marketing, with tips on timing, frequency, using triggers, testing, and leveraging mobile data for segmentation and targeting.
  • Tips to get started with SMS marketing
  • Resources for developing a complete mobile marketing campaign based on behavioral data from any source

This content was created in collaboration by Acoustic and Skift’s branded content studio, SkiftX.

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