What does reducing customer friction look like for my company?

Travel & Hospitality

Make magical moments possible with an industry-leading CX

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.

Proven ROI for Travel & Hospitality

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:

  • Customer churn reduced by 20%
  • Customer satisfaction increased by 25%
  • Operational costs reduced by 20%

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:

  • $4.6M – Revenue retention
  • $5.8M – Cost savings from reduced and avoided contacts
  • $12.2M – Cost savings from most efficient contact channel use

The Solution for CX Transformation

The IRISTM platform provides visibility into the true end to-end customer journey across channels. Through machine learning, this AI breakthrough allows you to discover journey insights and opportunities with ease. IRISTM uses proprietary journey scores and patented technology, giving you simple visual metrics and alerts to effortlessly measure, monitor, and manage the health of your journeys. IRISTM works efficiently with aggregated data, even from previously siloed sources, giving you a fast, complete and accurate picture of your customer journeys.

The Investment

With IRISTM, your average investment of less than $0.15 per customer per year will make it possible to:

  • Improve check in and check out experiences
  • Optimize marketing campaigns to deliver repeat bookings
  • Measure and improve services offerings
  • Increase engagement with loyalty programs
  • Gain transparency into true customer journeys across channels to predict potential churn risk
  • Improve NPS and CSAT scores

Companies that connect siloed, fragmented data to create an omnichannel view of true customer experience can do this and more.

Want to supercharge your journey management efforts?

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

Problem:

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.

Findings:

  • From this mapping and analysis, BryterCX helped the hotel identify the key customer segments that respond positively to the loyalty program offers.
  • The hotel was able to better understand its most profitable customers and thus create targeted campaigns for this group.
  • With insight into the drivers of the loyalty offer purchases, the hotel chain is able to optimize its marketing campaigns and strengthen its loyalty program.

Ready to learn more?

Achieve customer experience excellence with the customer journey experts at BryterCX.

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