Win-back journey
A win-back journey is an automated series of messages sent to guests who have not returned for a while, or who cancelled, designed to bring them back. It is triggered by the guest’s own behaviour and should stop the moment they rebook, so nobody is nudged to do something they have already done.
How stampede does it.
Workflows trigger off real events, such as a booking cancelled or no-showed, then wait, branch on what the guest did next and send a personalised email, with a voucher if you like. A win-back watches for a rebooking and exits the moment it happens. A cancelled-booking win-back is one of the ready-made templates.
Related terms.
Unified guest profile
A unified guest profile is a single record per guest that combines everything a hospitality business knows about them, from bookings and orders to Wi-Fi logins, reviews and loyalty activity.
Guest Wi-Fi marketing
Guest Wi-Fi marketing is the practice of using a venue’s free public Wi-Fi to collect guest contact details and marketing consent, then using that data to reach those guests again.
Review management
Review management is the process of monitoring, requesting and replying to the online reviews a business receives, such as those on Google.