UPSELL STRATEGY I UPSELL STRATEGY CUSTOMER JOURNEY
UPSELL CUSTOMER TOUCH POINTS MAP/JOURNEY OPPORTUNITIES TO MAXIMIZE UPSELL & MARKETING AT KEY TOUCH POINTS ALONG THE CUSTOMER JOURNEY
This roadmap illustrates the various customer touchpoints (from pre-booking to check-in to stay) that can drive upsell using both marketing channels and activities and associate-led upsell messaging .
DIGITAL
ON-PROPERTY
ARRIVAL (CHE CK-IN)
ON-PROPERTY STAY
IN-LOUNGE
PRE- ARRIVAL
CONSIDER ATION
SHOP & BOOK
Social media mark eting METT email Press Release Digital Sales Brochur e Sales associat e upsell
Module on HWS M.com M Club Landing Page GDS Visibilit y* OTA Visibilit y Pre-arrival room upsell (message @ time of booking)* Passk ey upsell Sales manager upsell
Confirmation email call-out M Club Feat ure Pre-arrival room upsell*
Key car d & pack et Front desk upsell
On-propert y signage, wayfinding In-room entertainment system cal l -out
Branded F&B menu Branded Wi-Fi Log-in Card Branded Food Signage Menu Templates Welc ome Host upsell In-lounge upsell of incremental F&B revenue
*M Club rooms must be set up as a room pool in order to reali ze these key upsell opport unities Messaging touch points Supported by associate upsell talking points/tr aining
M CLUB MARKETING GUIDELINES 1. M Club full-type design/tr eatment 2. Descriptive Canned Copy - Long & Short Format 3. Photogr aphy guidelines
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Marriott International Confidential & Proprietary Information
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