Customer Loyalty and Experience
Driving higher realization for a major hospitality player
22 May 2020
  • Client description: A leading player in the hospitality sector in India.
  • Opportunity: The client wanted to understand how to improve its realized revenue (realization). 

Further, the client also wanted to: 
  • Understand the various drivers of cancellation across different cities, offerings, channels and more
  • Set up a framework to control this metric on a continuous basis
Our Approach
  • In-depth interviews (N=1,000+) with customers across multiple cities to understand the reasons leading to cancellations
  • Data analysis to identify patterns and uplift potential, and generate actionable insights
  • Prioritization and implementation of modules to improve the metric
  • Proof of Concepts to highlight the impact of recommendations

Key Insights / Outcomes

Client was able to understand various drivers of cancellation and the action items required to tackle them

A governance framework was established to monitor realization on a continuous basis

Praxis Value Delivered
  • Implemented three high impact modules to improve the metric
  • Operationalized an overall governance framework to monitor and improve realization on an ongoing basis
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