Closing The Loop On The Travel Journey

HEBS Digital's 'Closing the Loop on the Travel Journey' Article Featured in The Hotel Yearbook 2018 - Technology

HEBS Digital's 'Closing the Loop on the Travel Journey' article, which details comprehensive 360-degree past and future guest engagement, retention, and acquisition strategies, has been featured in The Hotel Yearbook 2018 – Technology.
A hotel room
HEBS Digital's 'Closing the Loop on the Travel Journey' Article Featured in The Hotel Yearbook 2018 - Technology


The Hotel Yearbook has just launched The Hotel Yearbook 2018 – Technology, an e-book offering technology insights from hospitality industry thought leaders, and HEBS Digital is proud to be featured in this respected publication.

In “Closing the Loop on the Travel Journey,” Max Starkov, President & CEO, and Margaret Mastrogiacomo, Vice President, Strategy at HEBS Digital, share strategies for comprehensive 360-degree past and future guest acquisition, engagement, and retention, with a focus on Customer Relationship Management (CRM).

Starkov and Mastrogiacomo discuss how CRM is a critical component to delivering targeted, dynamic, and relevant communication, while also providing invaluable data on a hotel’s “best guest,” which in turn can be used to identify and target future guests. The result is an increase in direct bookings, lowered distribution costs, and retention of these “best guests.”

The Hotel Yearbook 2018 – Technology is the fifth Special Edition from The Hotel Yearbook, published by Wade & Co. SA. To download this year’s edition, click here. 

About HEBS Digital

Founded in 2001, the firm is headquartered in New York City and has global offices in Las Vegas, London, Europe, Singapore and Auckland. Through its Smart Guest Acquisition Suite, including the smartCMS®, Smart Personalization Engine, Smart Data Marketing, and full-stack digital consulting and marketing solutions, HEBS Digital helps hoteliers drastically boost direct bookings, lower distribution costs, and increase lifetime value of guests.

With the combination of HEBS Digital and Serenata CRM, the most comprehensive Hotel CRM Suite today, the hospitality industry’s first Fully-Integrated 360-Degree Guest Engagement & Acquisition Platform.

A diverse client portfolio of top-tier luxury and boutique hotel chains, independent hotels, resorts and casinos, franchised properties and hotel management companies, convention centers, spas, restaurants, DMO and tourist offices across the globe are all benefiting from HEBS Digital’s direct online channel strategy and digital marketing expertise.

HEBS Digital’s technology, website design and digital marketing services have won more than 400 prestigious industry awards, including World Travel Awards, HSMAI Adrian Awards, Stevie Awards (American Business Awards), Travel Weekly’s Magellan Awards, and more.

The HEBS Digital team is comprised of thought leaders, a diverse team of experts comprised of over 33 nationalities speaking over 22 languages. Contact HEBS Digital’s consultants at 1 (800) 649-5076 (North America), +44 (0) 7730 779 213 (London), +64 (0) 9 889 8489 (Australia, New Zealand, South Pacific), +65 9005 1589 (Asia), or

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