Welk Resorts Creates Award-Winning Guest Experience Program
Challenge
Welk Resorts wanted to increase guest satisfaction through innovative experience and engagement programs unique to the resort and timeshare industry. It needed to analyze and track guest survey feedback in order to prioritize efforts and design new guest experience initiatives.
Solution
Welk Resorts partnered with Clarabridge in connection with a rebranding campaign and the launch of its INSPIRED FOR YOU guest experience program. The company uses the Clarabridge solution to analyze guest survey feedback, make proactive decisions about guest experience programs, and guide employee engagement and interactions with guests. As a result, Welk Resorts has been able to create innovative experiences for its guests and fine-tune its hospitality offerings.
Success Highlights
- Delivery of an innovative and successful guest experience program
- Nomination of the guest experience campaign for two timeshare industry awards
- Ratings of 4 to 5 stars for all five Welk properties on TripAdvisor
- Better understanding by staff of how to ask for guest feedback and address needs in a timely manner
The biggest impact for Welk came in the powerful new experiences delivered to guests. In 2015, over 25 unique programs, activities, and experiences were implemented for guests of Welk Resorts across five unique properties.
Related Resources
Clarabridge Helps Check Into Cash Proactively Avoid Compliance Violations
An overview of how Check Into Cash monitored customer complaints and managed compliance violations using Clarabridge customer feedback analytics.
Learn More
Sky Spain Informs Content Planning with Customer Feedback
An overview of the ways Sky Spain used Clarabridge to map the customer journey, analyze consumer content preferences and compare customer conversations to their watching behavior.
Learn More
Infrabel Invests in Specialized Digital Care to Increase Brand Visibility
An overview of the ways Infrabel used Clarabridge to connect with constituents and apply digital customer care in the transportation industry.
Learn More
Clarabridge Helps Check Into Cash Proactively Avoid Compliance Violations
An overview of how Check Into Cash monitored customer complaints and managed compliance violations using Clarabridge customer feedback analytics.
Learn More
