While most loyalty and reward programs come as a direct result of individual consumers purchasing more of the brand's offerings than their counterparts, the Art Series Hotel Group came up with a creative new idea with its 'Reverse Review' campaign.
The unique initiative turns the tables on hotel guests and instead of having them review the hotel and its services, the staff of the hotel review the guests. Guests are ranked with a point-based scoring system that is based on criteria that includes behaviour and demeanour. Those with the highest scores are rewarded with "complimentary stays, upgrades, food and drink."
Art Series Hotel Group's unique initiative works to benefit both the brand and its guests -- by ensuring that the hotel's visitors are on their "best behaviour" so to speak, and that those who go the extra mile are rewarded for it.
The Art Series Hotel Group Offers 'Reverse Reviews' to Benefit Guests
1. Reverse-review Programs - Disruptive innovation opportunity: Hotels can implement reverse-review programs to evaluate and reward guest behavior and demeanor.
2. Behaviour-based Scoring Systems - Disruptive innovation opportunity: Develop point-based scoring systems that assess guest behavior and demeanor to incentivize positive actions.
3. Gamification of Guest Experience - Disruptive innovation opportunity: Incorporate game-like elements into the guest experience, such as ranking and rewards, to encourage desired behaviors.
1. Hospitality - Disruptive innovation opportunity: The hospitality industry can adopt reverse-review programs to enhance guest satisfaction and incentivize positive guest behaviors.
2. Customer Service - Disruptive innovation opportunity: Customer service industry can leverage behavior-based scoring systems to assess and reward desired customer behaviors.
3. Brand Loyalty - Disruptive innovation opportunity: Brands can use gamification techniques to enhance brand loyalty by incorporating ranking and rewards into the customer experience.