Sales & Marketing Management Services

Putting the customer first - in principle and in practice

We define customer-centricity as intelligently managing the relationship between Delaware North and our partners by transforming guest data into high-return relationship-marketing strategies. We begin by developing a 360-degree view of the guest and make sure that we engage in every relevant way - online, mobile, social media, email, direct mail, SMS, etc. We then create the right message and deliver it at the right time in the right medium wth a compelling and measureable call-to-action that allows us to refine our approach and achieve results.  Our sales and marketing services include:

• Data Collection – We developed and utilize a data collection platform to collect and analyze visitor and non-visitor demographic and psychographic information, allowing for comparative and trend analysis between audiences and surveys.
• DNCDestinations.com & e-Commerce – Our website provides each property with its own dedicated page, as well as references in relevant sections of thetopical sections of the site.
• Mobile Marketing – We contiue to develop mobile-device appliaction platforms for cost-effective mobile marketing and consumer engagement, as well as opt-in capture of data.
• Collateral – Properties are featured in targeted collateral, which is distributed to appropriate audiences.
• Public/Media Relations – Properties are included in all relevant public/media relations initiatives, such as features on culinary, environmental management, sustainability and cultural topics. 
• Tour and Travel/International Sales – We have contractual relationships with more than 150 tour and travel companies worldwide and we feature every property at top industry events and tradeshows.
• Cross-Selling – Each property is included in our companywide referral program through more than 35 full-time sales managers who cover national and international territories.
• Customer Engagement – Our sales and marketing management team has developed highly qualified and segmented lists for targeted direct mail and personalized email initiatives. Each list is updated to include past visitation and communication history and each guest record is appended with more than 50 lifestyle and demographic data points.
• Mobile Marketing – We have developed a mobile device application platform for cost-effective mobile marketing and consumer engagement, as well as opt-in capture of data.
• Distribution – We have contracts with 13 distribution channels that are leveraged to assist in driving visitation and increased food sales.
• Revenue/Yield Management – We use an integrated revenue management technology that provides actionable data to maximize occupancy and yield at our hotel units.
• Ecommerce – Our highly effective ecommerce platform allows for cost-effective Web presence with a proven booking engine for rooms, tickets, events, and retail management services. 
• Call and Contact Center – Our state-of-the-art call center provides contact support through telephone, email, fax and online chat. Voiceover Internet protocol (VoIP) allows for communications queuing in order to handle inquiries from multiple media over the same resources.