Think about a time when you were on the edge about doing something, but a friend came along and convinced you to do it? Sometimes people just need an extra nudge of encouragement to do something they were already considering. Knowing your customers can help you provide this gentle yet well-timed push. All of this ties back to customer relationship management (CRM) and Kempinski understands its importance. Knowing that customer experience is at the heart of business success, we were hired to improve exactly that. Our objective was to transform customer experience for the hotel chain and each of its unique locations.world.
To improve customer experience, you can’t just think about what you want. This approach would only work if you’re the exact type of person the business is trying to target. That said, we wanted to dive right into the minds of Kempinski guests. There was a need to understand what prevented some customers from coming back, while others eagerly returned for more. As for the customers that would decide to return, what was the reason for their loyalty? Ultimately, we needed to understand how the current Kempinski experience is perceived by customers to truly improve and build upon it.
A complete overhaul of design, development, strategy, marketing, photography, ecommerce systems and the online booking engine were in order. Everything needed to be seamlessly integrated so users were deeply engulfed in the Kempinski experience. Whether they were being invited to an event, trying to book an accommodation online or inquiring about a particular request, all aspects needed to align.
Aiming to deliver a luxurious and individualized experience to its guests, we implemented a digital loyalty program called Kempinski DISCOVERY. Members receive exclusive offerings based on the annual frequency of their visits to any location. An added benefit of this new loyalty program concerns data collection. To present these exclusive offers to the right people at the right time, Kempinski can now optimize its customer relationship affairs.
These CRM-centric efforts have initially resulted in a 794% increase in traffic to the main webpage, which has translated into a 480% increase in sales. Ultimately, a well-designed website draws users in, before the necessary information and functionality work together to convert another visitor.
Working alongside StartJQ, an agency based out of Shanghai, we refreshed The HSH Inc. website on SiteCore. With HSH being a holding company for businesses in real estate and hospitality, as well as other areas, it always needs to attract investors. Providing an information-rich and pleasant user experience is a good place to start and that is what we delivered. We look forward to this being one of many future projects with companies in this group.
Johnnie Walker, owned by Diageo, is a classic whisky known for its rich Scottish heritage. We are responsible for the brand’s digital innovation that drives user engagement and conversions. With that, Adaptis developed the Johnnie Walker Houses. This included a supporting digital presence to further promote the customer attraction. It has caught the attention of whisky connoisseurs around the globe, providing visitors with an experience to remember.
Joining forces with the Abu Dhabi Islamic Bank (ADIB), we aimed to increase customer usage of its mobile app. Executed through agile methodology, several iterations were tested. Prior to this, we interviewed customer responses that helped to guide the process. The outcome was centred on four primary functions necessary to deliver a complete, convenient and simple banking solution. Now, ADIB offers banking on-the-go that users can truly enjoy.