A Mammoth Customer Base

IBM today announced that Mammoth Resorts, the leading four-season mountain resort operator in California, is using Watson Customer Engagement solutions on the IBM Cloud to create customized offers that are helping to drive record numbers of visitors to the resort every year.

One challenge facing year-round travel destinations such as Mammoth is attracting consumers who often visit multiple location web sites to research potential getaways only to hold off on making a firm decision until they’ve assessed all of their options.

For Mammoth, the question was how to bring prospective customers back to the Mammoth website to ultimately book a trip in advance of peak vacation periods.

With cloud-based Watson Marketing solutions, Mammoth is able to closely monitor customer activity on their website including where visitors are spending most of their time, what they were looking at, whether they left their shopping cart empty and more.

With these details, Mammoth is triggering responsive email campaigns that feature deals on the very items customers were viewing such as a free night’s stay on their next visit. The team can then track which promotions are most successful in sparking return visits to the site.

Since launching these campaigns, the results were almost instantaneous, with email click through rates climbing from 8 percent to 34 percent year-over-year, a growth of 325 percent.

In addition to attracting new guests, IBM Watson Customer Engagement is helping Mammoth build customer loyalty through timely, personalized campaigns that take into account each person’s preferences based on past stays. 

Mammoth Resorts then uses these details to proactively recommend trips, such as a return stay during the February winter break for summer guests that includes the same number of rooms and discounts on lift tickets.

Mammoth also automatically delivers guest alerts around birthdays, booking anniversaries and more, with each communication including special deals on both lodging and other items such as lift tickets as well as recommendations on, for example, off-season vacations options such as a summer mountain bike trip for the family.

You can learn more about IBM Watson Customer Engagement solutions here.