{"id":196455,"date":"2025-10-22T14:50:22","date_gmt":"2025-10-22T12:50:22","guid":{"rendered":"https:\/\/spotler.com\/case-studies\/kempinski-hotels"},"modified":"2026-01-13T11:31:30","modified_gmt":"2026-01-13T10:31:30","slug":"kempinski-hotels","status":"publish","type":"case-studies","link":"https:\/\/spotler.com\/en-gb\/case-studies\/kempinski-hotels","title":{"rendered":"How Kempinski Hotels saw an 84% satisfaction rate from email with a custom welcome journey\u00a0"},"content":{"rendered":"

Kempinski needed to introduce a more tailored approach to their email strategy. We asked Jaclyn Thomas, Senior Corporate Marketing & Communications Manager at Kempinski Hotels, to share how they accomplished this with help from Spotler.<\/strong><\/p>\n

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“We took the opportunity to update the look and feel of our emails to rethink the flow of communication. Subscribers were jumping straight from the double opt-in email to the first newsletter, so we turned to Spotler to see how we could ease them into the world of Kempinski.”<\/p>\n<\/p><\/div>\n

\n Jaclyn Thomas<\/span>
\n – Senior Corporate Marketing & Communications Manager at Kempinski Hotels<\/span>\n <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Who are Kempinski?<\/h2>\n

Kempinski Hotels<\/a> is Europe’s oldest luxury hotel group, operating over 75 hotels and residences in countries around the globe. The portfolio comprises historic landmark properties, award-winning urban lifestyle hotels, outstanding resorts, and prestigious residences.<\/p>\n

\"Outside<\/figure>\n

Why Kempinski shifted to a branded welcome experience<\/h3>\n

Kempinski had a regular newsletter flow for email subscribers, but they wanted to ease new subscribers in more gently:<\/p>\n

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“Introducing a welcome journey allowed us to present the many facets of our brand in an easily digestible manner, teasing the content of future communications.”<\/p>\n<\/blockquote>\n

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How Spotler and Kempinski brought the welcome journey to life<\/h2>\n

Kempinski knew what they wanted to say, but needed assistance to make it function properly. So Spotler built the initial flow and a series of templates, which their internal team brought to life with their own visuals and branded copy. Once the English-language version was complete, Spotler used conditional logic to add German-language versions, keeping the experience streamlined without complicating the setup.<\/p>\n

Once subscribers complete the double opt-in, they immediately <\/strong>receive the first welcome email. The next four follow every three days, creating a steady introduction to the brand, gradually highlighting key experiences and setting expectations for what’s to come<\/strong>. By the end of the journey, subscribers are more familiar, engaged, and ready to transition smoothly into the main mailing list.<\/p>\n

Each email in the flow has a different topic:<\/strong><\/p>\n