Case Study: Kimpton Hotels & Restaurants Achieves More Relevant Guest Engagement and Loyalty Innovation with rDialogue

Kimpton first engaged rDialogue in 2006 and remained a client through its acquisition by IHG

Kimpton Hotels & Restaurants, a pioneer in the boutique hotel category, worked with rDialogue to improve its customer relationship marketing and loyalty strategy. At the time, Kimpton relied heavily on mass email marketing and had a loyalty program, InTouch, that was functional but had room to better reflect the brand’s unique guest experience and business model.

rDialogue developed and implemented targeted, customized email marketing supported by a robust preference center to make communications more relevant and revenue-driving. The firm also helped redesign InTouch into Kimpton Karma Rewards, launched in 2014, adding unpublished benefits and a broader focus on guest engagement across stays, dining, and property types. The result was a transformative strategy that remained in place for years and helped support Kimpton’s highly engaged guest base, contributing to the brand value that led IHG to pay a premium for the company.

Kimpton Hotels & Restaurants

Maggie Lang

Head of Guest Experience