Case Study: Karisma Hotels achieves 98% completion rate and 90% increase in brand affinity with Jebbit

Karisma Unlocks Emotional Drivers with 98% Completion Rate

Karisma Hotels, a premier luxury hotel collection operating in Mexico and the Caribbean, needed a better understanding of what drives guests to choose its brands. Although Karisma had plenty of transaction and interaction data, it lacked insight into the emotional motivations behind vacation decisions and needed a way to personalize experiences more effectively. Jebbit helped address this challenge with customer experiences designed to uncover guest preferences at key moments in the journey.

Using Jebbit experiences across email, social media, and their loyalty app, Karisma gathered motivation and preference data from acquisition through loyalty. The result was a 98% completion rate across channels and experiences, plus a 90% increase in brand affinity from the personalized follow-up. Jebbit’s approach also helped Karisma earn Loyalty360’s Platinum Award for Customer Feedback & Insights in 2019.

Karisma Hotels

Elizabeth Fettes

VP of Marketing & Brand Strategy