How to Transform Customer Experiences with Data-Driven Digital Strategies with Sam Hawker, Head of Digital, From Nightcap

Tech on Toast, The Hospitality Tech Podcast

🛠️ **How to Transform Customer Experiences with Data-Driven Digital Strategies** 🎧

🚀 **New Podcast Episode Alert on Tech on Toast!** 🎧

In this episode, we dive deep with Sam Hawker, the Head of Digital at Nightcap PLC, as he shares game-changing insights on how they’re revolutionising digital customer experiences using cutting-edge tools like Microsoft Clarity and Google Analytics.

Here’s what you’ll learn:

🔍 **Understanding User Behaviour:**

Sam talks about leveraging **Microsoft Clarity**, a free tool similar to Hotjar, to observe user interactions through heatmaps and click data. This has been pivotal in identifying and fixing user navigation challenges, making the customer journey smoother and more enjoyable.

📈 **Data-Driven Decisions:**

By meticulously setting up **Google Analytics**, Nightcap PLC tracks every click, inquiry, and booking, ensuring their digital marketing efforts are hitting the mark. Sam stresses the importance of integrating this data with CRM systems to maintain consistency and accuracy.

💡 **Maximising ROAS:**

Sam reveals how well-tracked **Google Ads** campaigns have yielded between 4-8x ROAS, showcasing the power of targeting high-intent audiences with precision.

📲 **Real-Time Engagement:**

During key events like the Euros, Nightcap PLC used **SMS messages**, **paid social ads**, and CRM tools to engage customers immediately after games, driving a surge in website traffic and conversions.

🎯 **Keyword-Driven Campaigns:**

Sam explains how they used **SEO and keyword research** to discover trending themes, such as garage-themed bottomless brunches, tailoring their offerings to boost engagement and customer satisfaction.

🔧 **Sweating the Tech:**

Sam emphasises the importance of using every tool at your disposal, from **Google Search Console** to **Tag Manager**, to track success and uncover growth opportunities.

💬 **Key Takeaway:**

Leveraging data-driven strategies isn’t just about tracking numbers—it’s about understanding your customers and tailoring your approach to meet their needs. This is how Nightcap PLC is transforming their digital initiatives into tangible success.

🚀 Ready to level up your digital game? Don’t miss this insightful episode on the **Tech on Toast Podcast**!

🎙️ **Listen now** and discover how you can implement these strategies to create unforgettable customer experiences and drive impressive results.

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