Case Study: Starwood Hotels & Resorts achieves measurable bookings, revenue and guest loyalty with Sprinklr

How Starwood Maps Social Data to Create the Ultimate Guest Experience and Drive Loyalty Beyond Reason

Starwood Hotels & Resorts, managing thousands of social accounts across 32 networks, faced the challenge of turning vast, fragmented social data into actionable insights. The company needed a unified, guest-focused view of the entire customer journey—standardized KPIs, consistent measurement across a matrixed organization, and a way to quantify how social activity drove bookings and revenue—so it partnered with Sprinklr to build that capability.

Working with Sprinklr, Starwood standardized global social KPIs, overhauled its listening framework to support every stage of the guest journey, and implemented 24/7 social care and personalized response workflows. In 2016 it became the first client to integrate third-party booking and revenue data with social analytics, enabling clear ROI attribution. The result: a comprehensive view of awareness-to-loyalty performance, measurable social-driven traffic and bookings (estimated reach 9.2M, 60.2K engagements, 30.5K social visits, ~4K bookings), and improved guest experience and loyalty.

Starwood

Marcella Nicotera

Director of Eservice & Social Customer Care