Summary
Personalised guest service experiences are part of the recipe for success for Warner Leisure Hotels. This hospitality group enjoy a loyal, established customer base. But there was a need and desire to know more about guests and reflect the personalisation these guests appreciate on-site in the marketing and communications they receive off-site; keeping them loyal, facilitating additional sales and helping on-site teams maintain exceptional service delivery.
In conjunction with data science consultants, Realise Unlimited, Warner's team recognised the virtue of bringing together advanced data analytics with market research – two functions that are famously siloed across brands globally.
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