SHANGRI LA HOTEL & RESORTS
INCREASE CUSTOMER LOYALTY AND HOTEL SPEND.
OUR DATA REVEALED THREE CRITICAL INSIGHTS:
1. Travelers believed personalized service is the most important factor in selecting a hotel, restaurant and bar.
2. Travelers read reviews across multiple websites to inform their hotel decisions.
3. Positive employees deliver positive, personal customer experiences.
We used competitor reviews to understand traveler preference based on location. We built hyper-personalized offers based on these reviews, using geo-specific transaction data to target returning customers. Additionally, we used customer feedback data to help Shangri La adjust their employee engagement strategy to influence positivity amongst employees.
increase in spend-per-guest (among existing customers)
increase in website traffic
increase in online conversion
increase in overall revenue