Break silos in guest experience

In today’s fast-paced business landscape, it’s not uncommon for marketing, loyalty, and CRM teams to operate in isolated silos, each with its distinct metrics. This fragmentation can lead to missed opportunities and a disjointed customer experience.

Consider a scenario where marketing measures conversion rates, loyalty tracks redemption rates, and CRM focuses on customer acquisition costs. The lack of alignment can result in conflicting strategies and hinder the overall success of customer engagement.

As we navigate the future, it’s time to pivot towards a unified approach. By adopting a holistic view of the guest and converging efforts around a shared metric like Customer Lifetime Value, we can harmonize strategies, and propel the brand to new heights. It’s a call to action for marketing, loyalty, and CRM teams to collaborate, innovate, and collectively move the needle towards a more comprehensive and customer-centric metric.