Increasing Guest Loyalty
Best Western’s 4,000+ properties are a diverse collection of independently owned and operated establishments. With such a variety of hotels flying the Best Western flag, the company needed a common thread to unite the brand in customers’ minds. It found that thread in a new strategy: striving to lead the industry in superior customer care.
Find out how Medallia helped Best Western accomplish the following results:
-In 12 months, the primary GSS indicator—guests’ “intent to recommend”—rose from 8.07 to 8.37
-Complaints to the customer relations contact center decreased by 50%
-93% of Best Western hotels, an astounding 3,800 units, now use the Medallia system regularly
-Record-setting $1.16 billion in reservations revenue in FY2008, even as many other hotel brands struggled
