To improve the overall service experience and ensure high customer satisfaction, PassGo Hotel has decided to create a reward program. This program aims to retain customers by offering 1 reward stay for every 10 stays booked through its mobile app.

Customer acquisition and retention: Attracting new customers for reward programs and ensuring existing customers consistently choose PassGo over competitors can be challenging. It requires ongoing effort and a strong value proposition.

Reward structure and redemption: Offering attractive rewards without compromising profitability is a delicate balance. Efficiently handling reward redemptions, especially during peak periods, can also be logistically complex.

Seamless integration with existing flows: Integrating the reward program with reservation and booking flows can be technically challenging. Meeting customer expectations and shortening the program's learning curve is essential.

Providing personalized experience: We’ve implemented effective communication strategies to keep customers engaged by providing comprehensive information about their reward progress during each stay.

Balancing reward value and streamlined redemption process: Customers will get 1 stamp for every stay at PassGo Hotel. For every 10 stamps collected, they will receive 1 free reward stay, which can be redeemed through the app.

End-to-end reward program exposure: We've included comprehensive exposure to the reward program at every step of the booking and reservation process. This ensures the program's visibility and gives customers more opportunities to sign up and enjoy their stay benefits.

We've leveraged the power of design to drive significant business growth and enhance customer satisfaction. This strategic approach has helped us establish PassGo as a distinguished brand within the highly competitive hotel and hospitality landscape.