Industry Update
Supplier News17 January 2019

Virgin Hotels Ramps Up Customer Experience Marketing and Personalization Through Partnership with Local Measure

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Local Measure

New York and Sydney - Virgin Hotels, one of the most loved consumer brands, has implemented new Wi-Fi infrastructure at its first hotel in Chicago in partnership with Local Measure, the leading customer experience platform for the hotel industry.

Virgin Hotels Chicago is famous not only for the Virgin brand but for its socially connected restaurants, bars and lounges, drawing on pop culture to create iconic experiences for its guests. Their food and beverage offerings play a key part in driving traffic to the hotel, and with new insights from customer Wi-Fi, the team can create personalized experiences and drive loyalty program membership.

Since 2016, the hotel has used Local Measure's platform to publish galleries of user-generated-content from the hotel, be alerted to special events that might be taking place within the hotel and respond to guest feedback in real-time on social media.

Local Measure's partnership with Cisco Meraki, has enabled it to bring its real-time social Wi-Fi analytics to the hotel. A social Wi-Fi sign on page acts as a customer acquisition tool while collecting location analytics and creating rich customer profiles that allows Virgin Hotels to create memorable moments for their guests.

Working with an iconic, customer-centric brand is particularly meaningful to Local Measure. "There is total synchronicity between our ambitions", said Ian-Michael Farkas, VP Americas at Local Measure, "Virgin Hotels have always sought to deliver exceptional customer experiences, and we are pleased to help Virgin Hotels Chicago make that a reality for guests everyday."

Doug Carrillo, Vice President Sales & Marketing at Virgin Hotels said, "Virgin Hotels has always been known as a consumer champion and we saw the Local Measure-Cisco Meraki solution as a way to further enhance the level of personalization offered. Partners that can help us find the solutions that bring forward our brand values is exactly what we're looking for, and we've found that with Local Measure and Cisco Meraki."

The customer experience marketing strategy at Virgin Hotels Chicago will act as a blueprint for openings planned for several other cities, including San Francisco, New York, Dallas, and Nashville.

About Local Measure

Local Measure is a customer experience platform to help businesses identify, understand and engage with their customers to drive loyalty and personalize experiences at scale. Headquartered in Sydney, Australia with offices in Europe, North America and Asia, Local Measure's clients include many of the world's largest hospitality and tourism brands as well as financial services, government and telecommunications businesses. The company's flagship product Engage for Amazon Connect, is an omnichannel agent desktop purpose-built for Amazon Connect enabling contact centers to manage inbound customer queries across voice and digital channels via a single platform.

For more information about Local Measure, visit our website and follow us on Instagram and Twitter

Anne Benoit
Marketing Director
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