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YOUR WISH AT

YOUR COMMAND

HELPING MELIÁ HOTELS CREATE JUST THE RIGHT EXPERIENCE FOR EVERY GUEST.

Overview

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With brands like Paradisus Resorts, ME, Innside and Sol Hotels & Resorts, Meliá Hotels believes in providing guests with a memorable experience. So when they decided to launch a new digital experience for their customers, it had to be something special.

Personalisation was rapidly seen as a strategic lever to improve customer experience and differentiate Meliá Hotels’ direct channels offering from its main competitors. Accenture helped design and implement a new comprehensive digital marketing strategy, delivered a full range of digital customer capabilities, digitised the loyalty program and implemented a digital content management system, all to now make direct sales channels a core component of their business. This includes digitising the loyalty program and instituting a digital content management system. Analytics helped uncover insights that improve the customer experience, from providing trip planning recommendations to offering exclusive experiences to loyal members.
Gran Meliá Nacional Rio de Janeiro

Gran Meliá Nacional Rio de Janeiro

Business Challenge

With a growing number of customers coming through digital channels, Meliá Hotels International knew that implementing a full customer-centric digital strategy would be critical to their long-term success. As the company expanded globally, it sought a new strategy to enhance its activity through digital channels and call centers; improve customer satisfaction, loyalty and sales; gain greater customer insights; and reinforce its digital marketing capabilities.

By 2018, Meliá Hotels intends for 40 percent of total company profits to come from direct sales channels, particularly from MeliáRewards loyalty program members.
Accenture helped design and implement a new comprehensive digital marketing strategy, and delivered a full range of digital customer capabilities that make direct sales channels a core component of their business.

How We Helped

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Meliá Paris La Defense

Meliá Paris La Defense

Accenture helped Meliá Hotels International implement a new digital transformation strategy that sets customer personalisation as a top priority for all digital sales channels. The updated strategy touches every stage of a customer’s experience—from booking to staying with the hotel group and beyond.

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“Digital transformation is crucial to the growth of our group. With Accenture's help, we are achieving outstanding results. Accenture has assisted us with digital content production, marketing campaign management services and advanced customer analytics, all integral to building strong one-on-one relationships and nurturing loyalty.”

José María Dalmau
Global VP Sales & Marketing, Meliá Hotels International

Through the partnership with Meliá Hotels, Accenture creatively utilised the data to deliver relevant interactions between Meliá and its users at each step of the customer journey:

  1. Advanced analytics to identify high-profile prospects
  2. User search insights
  3. Testing for the best user experience
  4. Data driven insights to raise loyalty
INNSIDE New York NoMad Hotel

INNSIDE New York NoMad Hotel

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Results

iPad

Customers get personalised content to build stronger one-on-one relationships, nurture loyalty and drive an increase in direct sales at every digital touchpoint.

In just one year, direct sales channels, like Meliá.com and the Meliá app, increased 27 percent, and this trend is being maintained over time. The loyalty program has added more than a million new members, and the Meliá Rewards program now accounts for 80 percent of total direct sales.

High Performance. Delivered.

200 MILLION COMMUNICATIONS

Created to support an annual
new customer segmentation strategy.

1000+ NEW LANDING PAGES

Custom designed to each
customer’s individual preferences.

25% INCREASE IN ROI

As a result of the personalised
programmatic marketing strategy.

VISIT THE MELIÁ WEBSITE

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