Customer Success Plan to enhance guest satisfaction and loyalty

Background

Marriott is engaging a Mobile Guest Experience Solution platform. The CSM for the Mobile Guest Experience Solution platform would use this customer success plan to ensure Marriott meets their goal of enhancing guest satisfaction and loyalty.

Strategic Questions

1. How can our Mobile Guest Experience Solutions elevate the Marriott guest experience, offering convenient access to hotel services and amenities while maintaining the brand's commitment to personalized hospitality?

2. In what ways do you envision our solutions integrating with Marriott's existing systems and processes to maximize efficiency and guest satisfaction throughout their stay?

3. How might our Mobile Guest Experience empower Marriott to differentiate its brand and elevate the overall guest experience, fostering loyalty and positive word-of-mouth recommendations?

Customer Success Plan Goal

• Enhance guest satisfaction and loyalty

  The goal is to prioritize guest satisfaction and loyalty by delivering exceptional experiences at Marriott hotels. This involves exceeding guest expectations through personalized services, attention to detail, and responsive customer care, fostering long-term relationships and driving repeat bookings, positive reviews, and brand advocacy.

Initiatives

• Mobile Concierge Service

  Implement our software to offer a mobile concierge service, allowing guests to access hotel information, make requests, and book amenities conveniently through their smartphones, enhancing guest satisfaction and engagement.

  • Strategy/Action: Seamless Guest Experience

    Advise Marriott to integrate our software seamlessly into their mobile app, ensuring a user-friendly interface and robust functionality, allowing guests to access hotel services effortlessly and enhancing their overall stay experience.

• Personalized Marketing Campaign

  Leverage our software to analyze guest preferences and behavior, enabling targeted marketing campaigns that deliver personalized offers and promotions, driving guest loyalty and increasing repeat bookings.

  • Strategy/Action: Guest Segmentation

    Recommend Marriott to segment their guest database based on demographics, preferences, and past behavior using our software, enabling targeted marketing messages and personalized offers that resonate with each guest segment, driving engagement and loyalty.

• Real-Time Feedback Collection

  Utilize our software to collect real-time feedback from guests throughout their stay, enabling prompt response to concerns, addressing issues, and proactively improving service quality to enhance guest satisfaction and loyalty.

  • Strategy/Action: Continuous Improvement

    Suggest Marriott implement a culture of continuous improvement, utilizing our software to collect real-time feedback and analyze guest sentiments, allowing prompt response to issues and proactive adjustments to enhance service quality and guest satisfaction.

Benefits

Implementing this success plan empowers Marriott to elevate guest satisfaction and loyalty. By leveraging mobile concierge services, personalized marketing campaigns, and real-time feedback collection, Marriott enhances guest experiences, fosters brand loyalty, and drives positive reviews and recommendations, ultimately increasing revenue and market competitiveness in the hospitality industry.