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| Sports, Travel & Tourism Case Study |
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| "How can we capture more of our current customers' share of visits/business and ultimately build greater market share?" |
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| Situation |
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An international hotel chain wanted to gauge its customer service with respect to reservations agent performance and learn if some new services might attract new customers and build loyalty among the current customer base. |
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Both quantitative and qualitative research was conducted among customer groups to gauge the use and performance of the Client, as well as of the competitors. MR&C developed new service concepts with the assistance of the client, which were then developed more thoroughly with the consumers to see if they would bring in more business, enhance loyalty, and bring customers from other hotels. |
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| Result |
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The client adopted several of the new programs and experienced the best year in the company's history for revenue and profits.
Sales enjoyed a positive incremental of 8% within 90 days. |
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