SHANGRI-LA Hotels & Resorts

Loyal Customers

CHALLENGE

Shangri-La was experiencing a drop in online conversions and spend-per-guest

They came to ENGINE to reveal the internal challenges and deliver a strategy that would help increase overall revenue.  

SOLUTION

Our data revealed three critical insights.

1.     Travelers believed personalized service is the most important factor in selecting a hotel, restaurant and bar.

2.     Travelers read reviews across multiple websites to inform their hotel decisions.

3.     Positive employees deliver positive, personal customer experiences.

We used competitor reviews to understand traveler preference based on location. We built hyper-personalized offers based on these reviews, using geo-specific transaction data to target returning customers.

Additionally, we used customer feedback data to help Shangri-La adjust their employee engagement strategy to influence positivity amongst employees.

IMPACT

With our work, Shangri La experienced a:

85

Percent

Increase in online conversion

42

Percent

Increase in spend-per-guest (among existing customers)  

18

Percent

Increase in overall revenue

32

Percent

Increase in website traffic