Indonesian hotel chain boosts loyalty memberships by 23% in 6 months using Giift LBMS
This is a prestigious hotel chain in Indonesia and one of the largest in the region, renowned for its exceptional hospitality and diverse offerings. By prioritizing customer satisfaction and cultural authenticity, the hotel chain has solidified its position as a key player in Indonesia’s vibrant tourism landscape.
The Challenge:
The hotel chain decided to enhance retention revenue among its existing customers enrolled in a loyalty program by:
- Implementing a loyalty marketing campaign to encourage frequent visits and longer stays through a tiered rewards system.
- Fostering deeper connections with guests to promote brand loyalty and encourage repeat bookings.
- Designing a personalized experience that resonates with diverse customer preferences and encourages the use of multiple properties under the same group.
- Ensuring seamless integration of the loyalty program with existing booking and customer management systems for a unified guest experience.
To meet these objectives, the hotel chain required a flexible, secure, and scalable loyalty solution that could adapt to changing customer needs while providing an engaging and frictionless experience for its loyal patrons.
The Solution:
The Indonesian hotel chain used LBMS to create, launch, track and optimize a targeted retention marketing campaign to the customers enrolled in its loyalty program.
Giift delivered:
- Personalized Loyalty Experience: The hotel chain offered tailored rewards and sent personalized emails through LBMS, based on individual guest preferences and behaviors, fostering deeper connections with guests and encouraging them to engage with the loyalty program actively.
- Omnichannel Communication: The platform facilitated omnichannel communication through various channels, including email, SMS, and in-app notifications which ensured that guests received timely information about promotions, new rewards, and personalized offers, enhancing their overall experience.
- Diverse Reward Options: Diversity in redemption choices like room upgrades, complimentary stays, dining experiences ensured that guests could choose rewards that matched their personal interests and travel preferences, promoting higher engagement with the program.
- Campaign Management Tools: The hotel was able to easily design, implement, and monitor targeted marketing campaigns using LBMS robust campaign management capabilities. These tools helped the hotel chain execute timely promotions aimed at increasing bookings, particularly for extended stays.
- Points Multiplier Feature: LBMS’ points multiplier feature helped the hotel to run promotional periods where guests could earn extra points for specific bookings, significantly enhancing the attractiveness of the loyalty program.
Results:
The partnership with LBMS has been instrumental in driving remarkable results for the Indonesian hotel chain, far exceeding their initial expectations:
- Immediate increase in booking rates post-campaign launch, highlighting the effectiveness of the tailored strategies implemented
- 23% growth in new loyalty program members within the first six months, driven by the innovative features and personalized rewards offered
- Over 38,000 annual long-stay bookings, highlighting how the enhanced loyalty program and diverse redemption options have successfully attracted extended stays
Conclusion:
The leading hotel chain in Indonesia effectively tackled its challenges and saw significant growth in customer loyalty and retention by utilizing LBMS platform to run its loyalty program and personalized marketing campaigns.
