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Case Studies

Hospitality

Building Customer Loyalty Through an Enhanced Hospitality Welcome Kit

Opportunity

An international hotel brand wanted to update their welcome kit as part of its loyalty program.

THE GOAL:

Increase response rates with unique welcome kit packages specific to different tiers (Gold Elite, Platinum Elite) and replace control mailer (a standard letter package).

Solution

IWCO developed unique formats with specific imagery and content associated with each member’s loyalty status.

 

This three-phase redesign process resulted in customized multi-component packages that incorporated eye-catching visuals and compelling messaging targeted to different member levels.

Results

IWCO’s three-phase redesign process helped:
  • Enhance the look and feel of the hotel brand’s welcome materials
  • Engage loyalty customers and increase response rates

IMPACT

Using IWCO’s creative designs and direct mail execution, the international hotel chain achieved:
  • 20% increase in loyalty night stays

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