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
- 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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