Client Profile: Marriott International retained our firm to provide strategic marketing consulting services. They wanted us to develop an integrated marketing program that repositioned their brand as they were preparing for a major new market expansion and renovation of their existing properties. The objective was to change their perceived value as a mid-tier hotelier to a diverse, vibrant hotelier who can service the needs of any traveler—business or leisure. The challenge was how do we increase the company’s value proposition and differentiate itself in a very competitive industry?
We created a campaign titled “The Marriott Way”, which focused on its rich history, their investment to offer their brand into more markets, their commitment to quality appointments and details to every property, and their commitment to excellent customer service from every staff member. As our client was rolling out their new campaign, it was apparent that our success would be achieved only if we clearly understood the profile of our target audience.
The strategy was to segment our marketing analytics into three distinct steps:
1. Use a balanced assortment of analytic techniques
Reporting on the past. We reviewed past internal marketing analytic reports, to answer our initial questions: Which previous campaign elements generated the most revenue? How did email campaign A perform against direct mail campaign B? How many leads did we generate from blog post C versus social media campaign D?
Analyzing the present. We developed new marketing analytics around our client’s profile focusing on Redundancy, Frequency, and Monetary model.
The key questions were:
I) How are our customers engaging with us?
II) Which channels do our most profitable customers prefer?
III) Who is talking about our brand on social media sites, and what are they saying?
Predicting and/or influencing the future
We segmented the data under two categories: Quantitative and Qualitative Market Research.
These questions and segmentation delivered data-driven predictions that we used to influence sales and future campaigns. Additionally, we were able to develop another subset questions: How can Marriott turn short-term wins into loyalty and ongoing engagement? How will rolling out special sales promotions improve under-performing regions? Which cities should Marriott be targeting next in their current portfolio?
2. Assess our analytic capabilities, and fill in the gaps
Once we collected this data. We captured additional information from other sources such as: online and POS transactions, unstructured information from social media sources and call-center logs. These sources served as a gold mine, because this information provides additional insight on how our targeted clients were engaged and driving profitability.
3. Act on what you learn
To ensure that the marketing campaign continued its success. we reviewed the reports to:
a. Identify any channel deficiencies
b. Adjust our marketing strategies and tactics as needed
c. Optimize the process
Result: “The Marriott Way” was an integrated, holistic campaign with in-depth marketing analytics that led to better sales lead nurturing and customer service management, which led to more revenues and greater profitability.