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Posts tagged with Hyatt

How Hyatt uses mobile to improve the customer experience

This time last year, our own Ben Davis reviewed Hyatt’s multichannel web presence taking in everything from its desktop site, social channels and mobile apps.

Ben found its digital presence didn’t really mark the luxury hotel chain out from its competitors, but instead provided reliable, easy-to-use functionality, nothing more and nothing less.

Hyatt has just announced the launch of revamped mobile app and mobile site with many new features, so now seems like the perfect opportunity to revisit the brand’s small screen concerns. 

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What is customer retention and why do you need it?

They came, they bought, they went away and never came back. 

You've driven a customer to your site with an effective paid search campaign, you've kept their attention with some beautifully persuasive design and a first class user experience. 

Then by making the checkout as hassle free as possible and by offering them free shipping and a terrific returns policy you've given them an exemplary ecommerce experience... Fantastic work! Now you can go home early and watch Adventure Time. 

But wait! How do you encourage your customers to come back? How do you use the goodwill fostered during that first experience into something even more meaningful?

Alright you don't have to go off and buy a boat together, but it would be great if they popped their head round the door every so often in the future. After all retention costs far less than acquisition and achieving higher customer lifetime value makes your business a much stronger prospect for the future. 

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Does Hyatt provide a five star digital experience?

Hyatt releases its Q3 results today, so I thought I’d pre-empt the webcast and take a look at the company's digital efforts.

Is its digital marketing as good as the hotels? And how do its efforts compare to some big name competition?

It turns out Hyatt is fairly solid, online. I didn’t get mad trying to use the website, and everything was easy to find, with a good mobile presence.

To take it to the next level, Hyatt would have to redesign its website to match the modern design of RoomKey or Top10.com.

It would also be great to see more rich content on the Hyatt website, rather than simply its social channels. This would allow more of the atmosphere of the hotels and the ethos of the brand to suffuse the browsing and booking process.

Let’s have a look at the brand's paid, owned and earned digital content.

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Hyatt's Twitter concierge: good idea, wrong platform?

The number of big companies trying to use Twitter to interact with consumers and customers in new and innovative ways is growing almost daily.

One of the companies that stands out as doing something really interesting is hotel chain Hyatt.

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