Case Study: Global Hospitality Company achieves award‑winning guest experience and revenue growth with Medallia

Global Hospitality Company Leads With Award-Winning CEM Program

Global Hospitality Company, a leading hotel group with 4,000+ properties across 10 brands in 90+ countries, faced the challenge of keeping its long-standing customer experience management program (SALT) fresh, operational, and impactful. Working with Medallia and its Experience Management cloud platform—used by 54,000 users to capture 3M+ guest surveys per year—the company needed to ensure real-time feedback drove consistent action from the C‑suite to the frontline.

Medallia delivered customized hotel dashboards, room-ranking, last-30 guest responses, problem-resolution tracking and robust segmentation so managers and staff could isolate issues and act daily; Medallia’s insights also supported testing and rollout of initiatives like the company’s “Make It Right” program. The result: measurable lifts in loyalty and revenue—promoters spent 58% more than detractors at a given brand (21% more across all brands), returned over three times as often and stayed more nights—and the SALT program earned industry recognition such as Gartner’s CRM Excellence Award.