Take your customers on an unforgettable journey
The customer experience is the key to success in our networked world, especially in the Travel & Hospitality sector. The flood of data and information should not trigger a roller coaster of emotions for customers. As in other areas, the premise applies:
The right message, at the right time, to the right target group.
This statement is especially true for the Travel & Hospitality sector, as customer journeys are multi-stage and can extend over a period of many months. The following example from the Travel & Hospitality industry shows the benefits of our solution, which is essentially based on Adobe Experience Manager (AEM) and Adobe Commerce.
Holding excitement from initial contact to the memory of the experience
Our solution is ideal for all industries where attention needs to be kept high over a longer period of time, whether it's visiting an amusement park, traveling on a cruise ship, or picking up that long-awaited new car.
The following sections, images and an explanatory video explain what an optimized customer journey can look like, which technologies add real value and how a user is ideally guided through the process.
Seamless digital experiences throughout the journey
Focusing on the digital customer experience
Whether B2B, B2C, financial services, automotive, retail, or even in the travel industry - today, customers are primarily acquired digitally. Customers want to be delighted throughout the entire customer journey and at all touchpoints, such as web, app, e-commerce, etc. The key to success is therefore the orchestration of customer experiences and a consistent customer approach. Because for customers, it doesn't matter whether they are technically in a CMS, an eCommerce application, an app, or an optimization engine.
The 5 phases of a customer journey in the travel industry
It all starts with searching. Customers get inspired on different channels, read articles, compare and hopefully find tailored content for their respective target group. Why is personalization so important? A hotel or resort offers its services to a variety of people with completely different needs, be it business travelers, young tourists or families. Each of these target groups should be addressed in a tailored manner.
Once a decision has been made in favor of a provider, the second step is booking. Booking should be seamlessly integrated into the overall experience and should delight customers just as much.
Then a lean period begins. Waiting until things finally get going. Anticipation builds for days, weeks or months. Travel suppliers should bridge this phase with high-quality touchpoints to the customer to keep attention high.
Finally, the time has come and the journey begins. People experience unforgettable moments on their journey. In this phase, the digital experience can amplify the real impressions.
After the trip, people share their special moments with others and feed off the memory of the travel highlights. As a company, we want them to come back and, in the best case, recommend us.
The Adobe award-winning Ampleggs World solution from eggs unimedia (Best Omnichannel Solution - Experience for Commerce) supports and inspires in all phases of the customer journey.
The perfect customer experience through the use of the Ampleggs World solution
The Ampleggs World solution by eggs unimedia
The solution uses Adobe Experience Manager, Adobe Target, and Adobe Analytics as the technology foundation for content and personalization.
Adobe Commerce is integrated into the platform to provide a seamless shopping experience. During the journey, we use real-time data, dynamic media, and our Journey Optimizer to perfect the on-site experience. After the trip, we stay in touch with our guests. To do this, we use the full power of the platform for personalized offers and communication.
The "cloud-native" end-to-end Ampleggs World solution is based on
Adobe Commerce (formerly Magento): An end-to-end commerce solution that adapts to customers' needs. Adobe Commerce is available for B2B or B2C customers, has flexibility, scalability, and customizability. It enables the management of all operations, from the creation of the offer to payments and order processing.
Adobe Experience Manager (AEM) Sites is the digital foundation for quickly creating, managing, and delivering personalized, engaging content to your website visitors. AEM provides an intuitive drag-and-drop user interface, preconfigured components, and a user-friendly template editor so you can deliver content quickly and with little effort. Working with Target and Analytics, AEM delivers a page with a placeholder and Target determines the content to be delivered. The content to be delivered is determined by the People Core service, which uses analytics data from Adobe Analytics.
Adobe Analytics enables real-time analysis of large volumes of data. Through visualizations, users can gain rich and meaningful insights and quickly make decisions to improve your customers' customer journey or increase conversion.
Adobe Target enables better targeting. How? First, by personalizing websites based on real-time behavioral data and a self-learning algorithm. Second, by continuously improving websites based on dynamic testing. In short, Adobe Target offers powerful functions for personalization and meaningful optimization.
Your benefits with Ampleggs World
The shopping experience is seamlessly integrated. Users don't notice when they move from the website to the shopping area. Everything feels like "one".
Journey Optimizer & Alerts
Get the Maximum out of your day
Journey Optimizers & Alerts enable customers to get the most out of their day based on real-time data and personalization.
Target Group Personalization
Offer your visitors more than just a static experience. Delight your customers with personalized offers tailored to their specific needs and wants.
With Adobe Target, you can personalize your website and deliver customized experiences to your visitors based on user and behavioral data.
As part of the project, we develop initial joint test definitions and test plans in Adobe Target and define the roadmap for future optimizations.
Journey Planner Gamification in the waiting phase
The Journey Planner enables target group-specific journey planning and increases the anticipation of what is to come.
Effective Customer Loyalty
Reminders and customer loyalty
We want our guests to remember their visit for a long time and share their experiences with their friends.
through Journey Optimizer
Journey Optimizer maximizes customer satisfaction - and revenue for the park
Customer Experience Improvement
through Journey Planner
The Journey Planner optimizes the journey so that the customer is more satisfied, tells a friend about it and will come back again
with real-time data
The interactive map uses real-time data and supports the optimization of the experience.
Ampleggs World wins in the category "Best Omnichannel Solution Experience for Commerce"
The solution is tailored to Travel & Hospitality but can be adapted for any industry that wants to make their customers feel like a VIP.