Aman & Massive Rocket Customer Story

Transforming the Guest Experience with Personalized Engagement and Digital Innovation

PLATFORMS

Braze

Snowflake

RudderStack

Actionable Me

Challenge

Aman sought to unify customer data across properties and business units to enhance personalization, drive engagement, and improve operational efficiency while maintaining their luxury standards.

Strategy

Massive Rocket implemented a best-in-class MarTech stack to centralize guest data, enhance CRM capabilities, and drive omni-channel engagement, enabling seamless, hyper-targeted, truly personalized experiences.

Results

Aman successfully unified guest data, automated marketing processes, and optimized engagement strategies, leading to increased conversions, streamlined operations, and enhanced, industry-leading personalization.

22%

Sales Increase

40%

Open Rate Uplift

22%

Subscriber Growth

Introduction

Redefining Luxury with Data-Driven Personalization

Aman Hotels & Resorts is synonymous with ultra-high end luxury, offering unparalleled hospitality across 35 exquisite properties worldwide. To elevate guest experiences and enhance engagement, Aman partnered with Massive Rocket to unify customer data, automate marketing, and personalize communications through Braze, Snowflake, Rudderstack and other internal systems.

Solution

Abandoned Basket Campaign

Aman Essentials transitioned from BAU campaigns to automated abandoned cart reminders, prompting customers to complete purchases. This data-driven approach optimized revenue and reduced cart abandonment.

Goal: Increase monthly revenue and reduce reliance on manual campaigns.

Result: 22% sales increase within three months.

Email Template Enhancement

Aman enhanced email templates for personalization, efficiency, and engagement. Improved customization, mobile optimization, and heat maps boosted open and click-through rates.

Goal: Improve email performance and design efficiency.

Result: 40% uplift in open rates, 0.5% increase in CTR.

Centralized Marketing Opt-In Data

By consolidating marketing opt-in data across business units, Aman gained a unified customer engagement view, improved consent management, and activated targeted, true personalized preference-based marketing.

Goal: Centralize visibility on engagement and increase subscriber growth.

Result: 22% subscriber growth vs. STLY.

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Discover more on Consent Driven Loyalty

To provide a true luxury guest experience, it's essential to understand every detail of your guest’s preferences and anticipate their every need. To achieve a high level of personalisation, marketing and CRM teams require a single point of reference, with easily accessible data all in one place, updated in real time.

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Massive Rocket has built this for us, unlocking our marketing potential and boosting customer engagement.

Olivier Jolidon

Global Head of CRM, Insights & Analytics, Aman Hotels & Resorts

Results

Achieving a Unified Customer View

By leveraging a best-in-class MarTech stack, Aman consolidated guest data across properties, enabling seamless, automated personalization and enhancing customer engagement.

Integrated guest profiles provided a 360-degree view of customer interactions.
Automated data syncing eliminated inconsistencies across CRM systems.
Personalized recommendations increased engagement and repeat bookings.

Data-Driven Optimization

Aman utilized Snowflake Data Share for behavioral insights, optimizing segmentation and campaign effectiveness while ensuring GDPR compliance and data-driven engagement.

Improved data accuracy allowed for real-time segmentation and targeting.
Personalized content was dynamically adjusted based on customer behaviors.
Campaign performance tracking enabled continuous refinement of marketing strategies.

Enhanced Customer Lifecycle Journeys

Personalized email templates and centralized opt-in data allowed Aman to execute hyper-personalized, automated campaigns, increasing conversions and lifetime value.

Automated lifecycle marketing increased engagement across email, SMS, and push notifications.
Personalized content delivery resulted in higher open and click-through rates.
Streamlined customer interactions strengthened brand affinity and customer loyalty.

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DATA | ANALYTICS | CRM

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