Leading hospitality player launched 3 modules & governance framework post 1,000+ surveys
22 May 2020
1 min read
We identified key drivers of booking cancellations and implemented a governance framework to improve higher realization
Context
- 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