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
