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Case Study: A Leading Hospitality Company

Situation

The global frequent-guest program of this leading hospitality provider was designed to reward their best customers for their frequent visits. Located across the globe and varying widely in demographics, their most loyal guests are annually recognized during the holidays by way of a special award program. Customer complaints regarding back-orders and non-delivered rewards alerted the Client to problems with their existing award fulfillment vendor. This appeared to be a particular challenge in international markets. The Client needed a reward and fulfillment partner who could deliver appealing rewards, in a timely manner, to these high value guests. They chose to partner with Maritz based on its reputation for excellent service.

Solution

Maritz considered the demographics of the frequent guest membership and combined that input with historical redemption data and merchandising trends to develop a selection of rewards that would have the most appeal. The Client sent a targeted mailing to their guests, showing them the selection of rewards and directing them to a custom reward site, designed by Maritz, where they could order their selection. The user-friendly reward site allowed for expedited fulfillment of client orders both domestically and internationally. Maritz buyers paid close attention to inventories to prevent back-order issues and to track response to the reward offerings.

Results

• In the first year of the program Maritz efficiently handled a total of 5,452 orders.
• Customer complaints regarding back orders and non-deliveries were virtually eliminated.
• Problems with international shipping were eliminated.
• The program, now in its third year with Maritz, continues to source rewards that are fresh, appealing, and meaningful to the Clients most loyal guests

In the Client’s own words:

Maritz has been a great partner and truly understands the importance of our relationship with our best customers. Maritz provides valuable insight and gift recommendations that fit our customer profile. Their team is detail oriented, professional, and executes our projects effectively. They never fail to meet our expectations