Project Description

Case Study

How Leading Hotels of the World Enhanced Their Customer Experience To Drive Revenue

Luxury Hotel’s Challenge:

Leading Hotels of the World sought a loyalty program that could deliver the remarkably uncommon experiences that uniquely defines its brand. They needed a way to understand what those experiences might be and who they would matter most to.

Kognitiv’s Approach:

The LHW team, working with Kognitiv, significantly overhauled their former program to transition to a spend-based program with particular emphasis on creating a differentiated experience for their Elite members.

By curating insights from global focus groups and undertaking a robust financial and feasibility analysis of the desired program, the team were able to build a richer, more differentiated program that remained simple to understand, communicate and execute.

By understanding the critical parts of the Customer Journey, a robust promotional calendar based on loyalty milestones was deployed to elevate Elite members toward completing another stay.

Business Results:

46%

2x points campaign caused Lift in booking YoY

43%

Lift in revenue by same single 2X points campaign

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