A major hotel chain with over 6,000 hotels had a loyalty program with millions of inactive users, low member engagement, excessive acquisition costs & poor reviews.
A comprehensive analysis of the loyalty program’s benefits, contributions, & guest satisfaction resulted in Hudson Crossing making 60+ recommendations aimed at significantly increased consumer engagement and hotel ROI.
Only 1 year later, after ranking outside the top 10, this loyalty program was named the #1 and #2 hotel loyalty program in the world by two leading publications. Internally, the recommendations are credited with double digit percentage increases in multi-stay guests and strong ROI returns.