High stakes: The consumer experience

When it comes to the consumer experience, all hospitality brands have one thing in common: Nail it, and it’s business as usual. But miss the mark, and you risk losing business – maybe even your most loyal customers.

As someone who’s always on the move and consuming on the go, I usually don’t remember when an experience was just fine. I tend to remember when a brand goes the extra mile, and it also tends to linger in my mind when things don’t quite go right.

You know the feeling. Everyone has a quick service restaurant (QSR) or hotel horror story that makes them pause and think, never again.

A new era: Personalization is key

With predictive personalization, brands can anticipate consumers’ needs before they’re even voiced to elevate their experiences and build lasting loyalty.

Given these high stakes, today’s disappointing consumer experience scores show that a much-needed shift is long overdue. In our digitally driven, fast-paced world, consumers expect to get what they want, exactly when they want it. Brands that consistently deliver on this promise win loyalty, while those that fall short risk handing business over to competitors.

For brands in the hospitality space, delivering every single time isn’t just a nice-to-have, it’s expected. Thankfully, it’s easier than ever to meet those individual expectations through personalization, and consumer data can help take that to the next level. With predictive personalization, brands can anticipate consumers’ needs before they’re even voiced to elevate their experiences and build lasting loyalty.

Data in action: Crafting hyper-personalized consumer experiences

Many hospitality brands have consumer-driven personalization down to a tee, whether that’s a QSR displaying your “favorited” mobile orders within an app or a hotel offering a discounted room rate for the birthday listed in your profile.

While these tailored touches are an important part of the consumer experience, hospitality brands are falling behind if this is their only personalized touchpoint. Instead of waiting on manual inputs, the right data can help brands anticipate wants and needs to power engagements that matter.

But what kind of data? The challenge today isn’t the lack of data – it’s knowing what data to tap into and what to do with it. One key question for narrowing down what’s most valuable is: How can this data be transformed into actionable insights that truly benefit consumers?

The challenge today isn’t the lack of data – it’s knowing what data to tap into and what to do with it.

To get there, brands can think through these three questions:

• Do these insights help create a seamless experience?
• Do they empower personalized offers and services?
• Do they reach consumers exactly where – and when – they need it?

Predictive mobility: From reactive to proactive personalization

Some brands already use location data to trigger meaningful engagements. For instance, a hotel sends a welcome message upon a guest’s arrival or a QSR pings offers to nearby consumers.

Yet, while location data only offers a limited snapshot, mobility data reveals a fuller picture with insights into what’s happening between Point A and Point B. For instance, Arity’s Predictive Mobility Solution leverages driving behavior data to reveal when, where, and how often consumers are traveling. With consumer agreement, these insights can help brands enhance the value exchange, moving from reactive touchpoints to proactive, personalized experiences.

Imagine receiving check-in information and nearby dinner options while en route to your hotel or a coffee deal before you get in the car in the morning and pass by your favorite QSR. Again, today’s consumer experience is all about getting what you want exactly when you want it.

Imagine receiving check-in information and nearby dinner options while en route to your hotel.

A mobile-first approach: Engage consumers on the go

One great thing about mobility data is that it can be derived via mobile phone. Given that most consumers spend over five hours a day on their phones, a mobile-first approach isn’t optional – it’s essential to meeting consumers where they are as they move throughout their busy days.

Hospitality brands that embrace this approach are better equipped to deliver immediate, personalized experiences based on where the consumer is, what they’re doing, and what they need next.

Hospitality reimagined: Mobile app engagements that matter

Predictive personalization isn’t just a trend – it’s a transformative strategy that empowers hospitality brands to get it right every single time. The brands that harness these data-driven insights aren’t just beating the competition, they’re redefining the entire consumer experience. Welcome to the future of hospitality.