In terms of marketing, Inspirato focuses on channels it can track. It serves personalised content, and uses the Marketing Cloud’s predictive intelligence tool to leverage behaviour of customers within interactions to target personalised content and emails.
“Email marketing, social media and Google search are all important for us, and we have recently invested in national TV advertising, for both the brand growth, and direct response," Flanagan said. "We are looking to grow the media mix in more digital channels, and are excited to expand our mix into channels we don’t even know about yet."
Metrics of success include NPS and cost per acquisition. "We track cost per lead as well, particularly cost per quality lead. Early on, we know the likelihood of converting on quality leads to membership. Plus, we are always looking at movement through the sales funnels.
“We are constantly trying to innovate, change, and move directions. We know pretty quickly when something’s not working.”
More recently, Inspirato rolled out Service Cloud to personal vacation advisors, who help club members plan their vacations, as well as to the company’s on-site destination concierges, who take care of members once they are in-residence. Customer data is unified in one place, so it’s easy for Inspirato employees to get the information they need, while a customised UI and integrated telephony means they can get the information fast.
Inspirato also uses Salesforce Chatter to help employees easily share information and collaborate to better serve members.
In the future, Inspirato plans to add Chatter Communities, so club members can participate in conversations with their personal vacation advisors and destination concierges about vacation specifics. The company also plans to develop mobile apps with the Salesforce Platform that will let members plan trips and modify details from anywhere.
- Vanessa Mitchell travelled to Connections as a guest of Salesforce.
In the third and final episode of our 3-part CMO50 video series exploring modern marketing and why it’s become a matter of trust, we’re delighted to be joined by Telstra’s former CMO and now digital services and sales executive, Jeremy Nicholas, and Adobe VP Marketing Asia-Pacific and Japan, Duncan Egan.
Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.
Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?
As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.