Case Study: Hilton drives customer loyalty and retention with ProKarma

Worldwide customer strategy drives valuable retention for Hilton

Hilton, the global hotel company behind 12 brands, needed a more enterprise-wide, customer-centric view of the business as travel and hospitality shifted quickly. ProKarma supported Hilton with a strategic customer framework and segment-based analysis to help define a customer strategy aligned to business growth and loyalty.

ProKarma helped Hilton pilot and launch an operational management dashboard with governance, and facilitated executive working sessions to drive adoption across the enterprise. The result was a customer strategy that improved Hilton’s ability to acquire, engage, and retain its most valuable customers and better integrate customer initiatives across the business, with the dashboard running within weeks.

Hilton