Differentiate your selling with
Storytelling
John is a yuppie . When not working he spends time with his family and occasionally plays poker with his friends.
In the middle of a busy day, he reminds himself about the upcoming anniversary with his wife. In between meetings he is searching for options to surprise his family with a nice weekend away.
The Star Personal Assistant
Hello John! What can I help you with today?
The search takes him to The Stars Facebook page, where he’s prompted with The Star’s Personal Assistant. John is about to step into a meeting, so he continues his enquiry using his mobile phone.
The Star Personal Assistant
Hello John! What can I help you with today?
John: Spa, gambling and fine dining packages for my wife, daughter and I
Personal Assistant: Certainly, John! Here’s an overview https://www.star.com.au/hotel-package/astral-bed-and-breakfast.
Your wife might be delighted to hear that our La Prairie Ultimate Caviar treatment is on promotion at the Darling Spa.
Spa, gambling, fine dining packages for my wife, daughter and I
John wants a quick overview of facilities and price. He receives an immediate response, which is also personalised with a special offer on Spa treatments, which his wife could be interested in.
After a busy day John has forgot about the previous enquiry. While catching up on the news he sees an ad from The Star which reminds him and he checks his email to see if he has received a response.
He’s pleased to see a complete overview, but checks the website again to ensure it is the right choice. As he lands on the webpage it show personalised offers that responds to his previous enquiry.
He is happy to go ahead with the booking and that he can get 100$ off if he completes the booking through The Star’s mobile app.
10
Finally, the weekend has come! Upon arrival beacons identify John and pull up his booking and routes it to the hostess who is prepared to receive him and his family.
La Prairie Ultimate Caviar
John and his wife are astounded when the hosts calls them by first name. It gets even better when John’s wife hears about the special offer on the Ultimate Caviar treatment. John laughs, because he knows his wife’s weakness for beauty and caviar! What a great start!
While his wife is enjoying the Spa treatment , John is looking for dining options for the evening. He is suddenly prompted with a special offer. If he can find the virtual poker chips located around The Star’s facilities he can receive a complimentary champagne and 100$ in poker chips for more fun.
John decides to give it a go and explore The Star’s facilities, and in Pokermon style he let the Augmented Reality experience drive him around the casino. It takes him on a tour around most of The Star’s facilities and an opportunity to find a restaurant with the right atmosphere and food that his wife would love.
Congrats John. Here’s your credit!
100$
Special offer
300$ + 10%
500$ + 15%
After finding the virtual poker chips, he visits the Cashier to collect them. He is suddenly prompted with a special offer – if he withdraws more cash now he will get 20% off and more value for the money. Obviously, he wants to have fun gambling and decides to withdraw more and enjoy time by the Poker table.
After lots of fun touring the casino, his pockets full of poker chips and enjoying a great dinner, John and his wife enjoy the complimentary champagne and decides to share this memorable moment with their friends on Facebook. He adds a note and a thanks to the Star Casino for arranging such a great weekend.
A Contact Centre representative picks up on John’s post and decides to reward him for being an advocate The Star and gives hin more loyalty points, so he reaches a new tier with better offers next time he visits one of The Star’s facilities.
The Star Customer Journey
Social
Relationship
Social
Relationship/
CRM
Chatbot
Mobile
Mobile
Low Code
Mobile
DMP/
Marketing Automation
Integration
Focus on outcomes
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