This is a customer-success YouTube video (Exclusive Resorts) describing how Exclusive Resorts partners with Salesforce to modernize member services. Speakers emphasize that Exclusive Resorts is not a hotel but a membership club offering "once-in-a-lifetime" travel (Antarctica, Galapagos, Kenya). They stress mobile device access for members, the need to keep content real-time, and reliance on Salesforce to support multiple platforms and scale. Key goals conveyed: personalize membership experiences, use predictive methods to anticipate member preferences, and unify data across marketing, sales, and service (concierge/ambassadors).
Chapters
We offer an alternative which nobody else can offer. We're not a hotel.
Our primary mission at Exclusive resorts is really to help our members explore destinations and things that they wouldn't have done on their own.
Once in a lifetime trips in places like Antarctica or the Galapagos or Kenya.
And we help our members find the right fit, find the time. And as a result, they love being a member of the club because we just make it so easy for them to take the time that they want with their families. Our members, they don't work at their desks on a computer so much anymore. They work on whatever device they happen to be holding. And we didn't want to have to worry about supporting all those different platforms ourselves when Salesforce was able to do that for us.
This device that I have in my pocket and almost every single one of our members carries with them at all times. That's the key to how our members will not only communicate better with us, but how they'll access the most up to date real time information about what's happening in that destination. And not having to walk around with a printed document that we wrote six months ago, that's out of date.
Keeping up with the technology, as fast paced as it's moving right now in the travel industry, is extremely important for us. And we realized that we couldn't do that on our own. We really needed to partner with a company that, that not only was going to produce what we needed today, but had the capability to scale with us into the future.
And the thing that we loved about the Salesforce Services team specifically was the immediate passion that we picked up on. They talked to us past the technology and into the vision.
It was from the beginning a user based experience. And I think what the team came back with is truly how our members think.
That's what we do at SVG Resort. We want to be ahead of anybody else. How can we personalize our membership? How can we use predictive methodologies to anticipate what they like?
That's why this partnership between Salesforce and Exclusive Resorts is so strong and so powerful. What they're helping us do is elevate our already high level of service experience into the next generation.
They helped us find our way to where we ended up today, which is one of the best platforms I think we could ever have.
We really wanted to bring all the data together and be able to leverage it across all the different groups, whether it be marketing, sales or our service component, which is our ambassadors and concierge.
And all of that wouldn't have been possible without their vision. Marrying with our vision, our role is.
To make our members discover things they never imagined was for them. And technology is an enabler. But we are not technologists and we need technology. So we need companies like Salesforce to help us build the technology which help us doing our job better.
