Experience matters for travel and hospitality companies perhaps more so than for other industries because it is the essence of your business. Results from a Deloitte study show that experience factors are 2.4 times more important than price across the industry as a whole, and that companies that focus on experience are two times as likely to outperform their peers in revenue growth over a three year period.
Today’s guests require exceptional high-touch hospitality with the one-click, instant service they receive from other industries. Knowing one’s guest becomes especially important for creating the kind of experiences that drive loyalty and repeat business.
It starts with BryterCX.
BryterCX partners with clients to deliver customer-delighting, company-revolutionizing results with IRISTM, our journey management solution. With IRISTM, you get the insights you need to create meaningful human experiences and win customers for life. With our solution, companies typical experience:
According to a Forrester report we’ve helped industry leaders achieve over 300% ROI from their journey management investment with BryterCX. Total benefits generated over a 3 year period also include:
With IRISTM, your average investment of less than $0.15 per customer per year will make it possible to:
Companies that connect siloed, fragmented data to create an omnichannel view of true customer experience can do this and more.
Start with this resource on “Demystifying Common Journeys”. Banks and financial service companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.
Travel and Hospitality Use Case: Loyalty Program
One of the world’s leading hotel chains has a robust loyalty program but needs to find ways to increase member participation in its special offers.
Mapping the Customer Journey:
BryterCX maps the Loyalty Program journey and measures the performance, identifying what drives the different redemption of loyalty offers. Through Customer Experience analytics the data is segmented even further using transactional parameters such as book channel, length of stay, and spends per visit. This gives the hotel the insights it needs to assess the state of its loyalty program offers.