How Centara Hotels & Resorts Applied a Growth Hacking Mindset to Improve Guest Experience for Local Tourists.
After noticing a drop in satisfaction for their local guests, this iconic Southeast Asian brand knew it had to act. That’s when the team applied a ‘growth hacking technique’ - hypothesis, apply, measure, repeat. With amazing results.
- Improvements to two key touchpoints for the guest's perception of value: arrival and breakfast
- Room, Sustainability and Internet mentions improved, key areas for today’s traveler.
- GRI increased across the brand, as well guest ratings on the locally used Agoda.
- Most importantly, Thai language reviews index improved, proving that local guest were having better experiences.
Read the full case study to find out how they did it!