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HOME • MANAGE SUBSCRIPTIONS • MEDIA KIT
Email Brand Equity: Hotels
by Bill McCloskey, Wednesday, November 14, 2007, 2:00 AM

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A few weeks ago I spoke about releasing a Brand Equity Index that would attempt to measure the overall impression that a customer might have of a company based on its total email marketing efforts. By total efforts, I mean the effect that not only a company's in-house lists generate -- but also the effect that third-party sponsorships, newsletters, and affiliate networks have on that brand. Multiple considerations went into developing the index, including the percentage lift in Web traffic after an email is sent, frequency, and list quality. We tried to provide a level playing field so that small brands could compete with their larger brethren with larger marketing dollars to spend.

I've focused on the hotel and resort industry for the first of these Email Brand Equity Index scores. I'm happy to announce our top 10 brands with the highest score. They are:

1     Ritz Carlton (ritzcarlton.com)

2     Hampton Inn (hamptoninn.com)

3     Wyndham (wyndham.com)

4     Marriott (marriott.com)

5     Starwood Hotels (starwoodhotels.com)

6     Choice Hotels (choicehotels.com)

7     Hilton HHonors (hiltonhhonors.com)

8     Best Western (bestwestern.com)

9     Hyatt (hyatt.com)

10    Accor Hotels (accorhotels.com)

All of these brands have powerful email programs in place that are highly effective. For instance, the Hilton HHonors rewards program gave members the opportunity to redeem their points as a donation to the Red Cross to aid the families devastated by the recent Southern California fires in a recent email promoting Doubletree hotels.

Ritz Carlton not only sends out a series of beautifully designed emails to its inhouse lists, but the company brings the same sense of design to emails sent out by its partners, including a recent piece sent by the Cayman Islands tourism department.

Hilton's Hampton Inn has a unique promotion for college football fans, giving them special sweepstakes offers and rewards if they book their rooms online for 6 away games. Accor Hotels promotes special "book at the last minute" deals as well as providing links to a rewards program, hotel finder, and travel ideas.

Wyndham uses Cheetah Mail to send both its weekly specials emails as well as its "ByRequest" rewards promotions. Like many other hotel chains, the company also uses promotional messaging within various airline mileage points emails.

Best Western has a very robust email program sending highly interactive, smartly designed pieces promoting everything from its rewards programs to finding the perfect spot for a fall foliage getaway vacation.

Hyatt not only sends out internal rewards emails but has a large presence on business publications and B2B publications such as the "Financial & Insurance Meetings" email newsletter. In fact Hyatt's presence on third-party lists and newsletters was one of the highest of the top 10 hotel chains we looked at.

All of these brands illustrate how to run a well-thought-out, successful email marketing program, and represent the highest standard for email marketers.  

4 comments on "Email Brand Equity: Hotels"

  1. Peter Simmons from UnsubCentral
    commented on: November 14, 2007 at 12:35 PM
    This is excellent information - it correlates outbound email activity (through all channels) to results - in this case website traffic (and hopefully sales)

    If I understand correctly, Bill's index measures percentage lift in website traffic - not the total lift. This measures the effectiveness the email campaign - regardless of the total emails sent.

    The best thing about email media is that it is measurable - you can see the results

    Peter Simmons Director of Sales UnsubCentral

  2. Jonathan Bentz from Nemacolin Woodlands Resort
    commented on: November 14, 2007 at 9:58 AM
    After looking over this top 10, I don't see how the playing field is level in this study. All of the top 10 are major chains. Who was the highest ranking stand alone resort or hotel? As a marketer for a privately owned, stand alone property, I'd be interested to know that.

    I agree with the pretty creative on the Ritz Carlton e-mails, but there isn't a lot of frequency to their distribution and there is never a strong call to action.

    They are the Ritz, so maybe they don't need one... but I have developed an understanding of e-mail marketing that it has to be more than just a pretty picture with some links...

  3. Deb Lambert from Technology and Travel Corp
    commented on: November 14, 2007 at 9:46 AM
    I appreciate your message regarding Brand Equity, but how can you rate Best Western when their emails are not following Best Practices with regards to layout and design. They are almost unreadable in Outlook 2007. There is another chain of hotels - a new and growing chain of over 700 hotels called Americas Best Value Inns and I would love to hear your feedback on their email program. They offer value to their readers with promotions, hotel hot deals and travel tips each month. And they follow Best Practices with layout, design and deliverability.

  4. Adam Messner from LiveWire Supply
    commented on: November 14, 2007 at 4:15 AM
    if you have to say "I mean" in the first two lines of your e-mail you have lost me already.

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Do you have strong opinions and inside knowledge about the topic of this article -- and do you want to share your insights, observations and points of view regularly with the readers of MediaPost? To be considered as a MediaPost contributing writer, please send pertinent info about your credentials, plus several column ideas and one example of your writing on the topic, to pfine@mediapost.com. Please see our editorial guidelines here first.

BILL MCCLOSKEY
  • Bill McCloskey is the CEO of Email Data Source Inc., developers of Email Analyst. Email Bill at bill@emaildatasource.com


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