Loyalty and reward programs deliver loads of expected perks. But what about the total mobile app user experience? Surely more is possible with a loyalty mobile app than pushing coupons and logging reward points.
Following the path of true customer value offers rewards of a different kind. For both customers and businesses alike.
Starwood Hotels and Resorts is a great example of a brand that demonstrated that a user journey focus is a real linchpin to success. Such an approach was inherent in the development and deployment of SPG Keyless, the Starwood Preferred Guest® (SPG®) loyalty and rewards mobile app.
SPG Keyless is the hospitality industry’s first truly mobile and keyless entry system. In essence, it allows guests to use their smartphones as a key at Aloft, Element and W Hotels around the world. In addition to a smoother, more efficient hotel experience, the app ultimately resulted in a revolutionized user experience.
Here are three key takeaways on loyalty app success we can learn from Starwood Hotels & Resorts:
Takeaway #1: Your customer holds the answer
The Starwood team surveyed travelers and guests. The survey revealed two key benefits of major importance with users. First, personalization and customization. Users wanted control over their own individual room preferences, and the SPG® mobile app delivered down to the last detail. Want a room with a view? No problem. Need to be close to the elevator? You got it.
The second desired benefit was saving time. Transforming a smartphone into a room key at over 1000 locations in 100 different countries accomplished exactly that. Oh, did we mention it also gives you the ability to skip front desk check-in? That’s a time saver we can all appreciate.
Takeaway #2: Leverage inherit assets
The SPG mobile app held a major advantage over others in the space: the Starwood-owned physical locations themselves. This proved an ideal environment for beta testing. It also provided a wealth of feedback from users, guests, travelers and the hospitality staff (associates) as well.
All of these factors played a vital role in the utility the SPG mobile app ultimately delivered. In fact, freeing associates of many transactional duties helped them become true brand ambassadors for Starwood and its related properties.
Takeaway #3: Lead, follow or get out of the way
Starwood could have taken the safe route. Offered some nice amenities and simply “me too” the app design. They didn’t. And we as the developers of the mobile app didn’t either. That doesn’t mean there weren’t obstacles or challenges. There were plenty. Security issues had to be considered, and an extensive process for cataloging room amenities had to be developed, to name a few. In short, the SPG team delivered far more than just a loyalty app.
They provided a key brand difference and reason to choose Starwood over other properties.
What’s your experience (be honest) with loyalty and rewards programs?
Share your feedback in the comments on what’s worked or what frustrates you. (See we can do surveys too!) Need guidance on your next mobile app design project? Contact us and let’s talk.