How Starwood Uses Social Data to Create the Ultimate Guest Experience
With 3,400 social media accounts across 32 social networks worldwide, Starwood Hotels faced the challenge of harnessing massive amounts of digital data to improve the customer experience.
With Sprinklr, Starwood established a standardized set of social KPIs to ensure that all of the company’s sub-brands and properties were measuring their social performance with a shared system of measurements. It also transformed its social listening capabilities to hear what customers were saying before, during, and after their stays—even if they didn’t mention the brand by name.
With a new, holistic view of their customers, Starwood has much clearer picture of what consumers like (and don’t like), and is more equipped to handle all manner of customer inquiries.
“By fully leveraging Sprinklr’s measurement and listening framework to match our global needs, and finally incorporating our own booking and revenue data, we have filled in all the puzzle pieces,” said Alex Stein, Starwood’s Social Media & Brand Intelligence Manager. “We can quickly learn what impacts different aspects of the customer experience and travel purchases on social.”
To read more about how Starwood uses Sprinklr to know its customers better, download the case study.