Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Waldorf Astoria renews its focus on luxury marketing

Great service is at heart of the luxury experience

In analyzing luxury travel today, Waldorf Astoria identified an increasing number of consumers who seek the ever-elusive sense of place to be present. Millennials, Generation X and the growing affluent female market are also significantly reshaping the luxury landscape. As the world becomes increasingly preoccupied with the latest technologies and the lines between professional and personal success continue to blur, living in the moment feels more unattainable than ever. Insights indicated that those who seek this sense of place want the classic luxury of iconic hotels - with a modern flare - to create unforgettable experiences and live their lives to the fullest.

Live Unforgettable: The Story
'Live Unforgettable' is a mixture of Waldorf Astori's True Waldorf Service, iconic environments and its guests' desire to live in the moment. When these three elements come together at a Waldorf Astoria, every moment from the routine to the grand can be transformed into the unforgettable. The new campaign cleverly combines what is true to the brand's heritage, True Waldorf Service, while recognizing what resonates with the next generation of consumers who are reshaping luxury.

The campaign creative blends the timeless with the timely, the humorous with the bold, and the expected with the unexpected, underscoring Waldorf Astori's commitment to truly anticipatory service, with a twist.

Set in the inspirational environment of Waldorf Astoria Versailles, Trianon Palace, the campaign's storylines are a playful take on the brand's relentless commitment to delivering True Waldorf Service - no matter how unique the request - which in turn allows guests to enjoy unforgettable experiences.

The campaign centers around three storylines, including:

• Game Day - The desire for a 'smash game' starts with a guest calling his Personal Concierge and ends with an exuberant game of ping-pong among family and friends. Little does the Personal Concierge know, the young daughter is an all-star player.
• Spa for Two - A woman requests a spa service from her Personal Concierge for her and her Highland Terrier. Much to her delight, the spa has arranged a "service for two" - for her and her adorable pup.
• Sundae Surprise - A young couple orders every sundae on the room service menu and, without hesitation, the Personal Concierge fills the suite with every sundae imaginable.

The campaign was photographed by Ward Ivan Rafik and directed by Columbine Goldsmith - two well-known artists in the fashion industry who have worked top luxury fashion brands - and will be told primarily through digital content that leverages both demographic and behavioral targeting to reach today's luxury traveler.

Research to Reality
The 'Live Unforgettable' campaign is grounded in Waldorf Astori's True Waldorf Service. And, while the preferences of today's luxury travelers continue to evolve, service continues to be at the core of all travel experiences.

A recent global study of luxury travelers conducted by Hilton highlights a surprising reliance on concierges, with nearly one-third of those who traveled for leisure reporting they plan little to none of their trip prior to their arrival, and an additional 47% reporting they leave some details of their trip unplanned until they arrive at their hotel.

Additionally, while the world becomes increasingly digital, in-person interactions are still important at luxury hotels. Nearly 70% of respondents said they preferred to interact with an in-person concierge throughout their stay, while only 20% cited preferring to use a digital-only concierge.

It's not just access to service that matters to today's luxury travelers - quality service makes a difference. In fact, the survey notes that guests who received high-service (defined as personal concierge, orientation of hotel upon arrival, baggage assistance, warm welcome and anticipatory service throughout the stay) were more likely to return to a previously visited luxury hotel four or more times. The same group noted staff and service as a top reason why they return to a hotel.

"The majority of luxury campaigns in hospitality look the same; however, luxury consumer preferences continue to change," said Kellyn Smith Kenny, chief marketing officer, Hilton. "Knowing that the luxury landscape and the needs of our customers are evolving to be more experience-driven, we have created a campaign that is fresh, digitally-led and grounded in a deep understanding of rising consumer expectations."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)