Improved Customer Retention & Experience for a Leading Indian Luxury Hotel Chain with Automated Loyalty Management System

Improved Customer Retention and Experience for a Leading Indian Luxury Hotel Chain with Automated Loyalty Management System

Client:

The client, a subsidiary of India’s largest conglomerate, is the fastest-growing luxury hotel chain with 80+ hotels across 50+ destinations in India.

Problem Statement:

The client has a growing customer base; however, non-automated system hindered their ability to trace member movements and their interests. Data redundancy impacted the accuracy of reporting and member services. The client needed a single view of members across channels and properties

Benefits Achieved:

Growth in member base noted, special promotion during off-peak season witnessed growth, and redemption velocity increased too.

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