Bringing consumers’ conversations into the chain website results in 4.8x conversions, 5.3x ARPU and 11% increase in revenue
The Challenge: improving customer journey, increasing conversions and revenue
RIU Hotels & Resorts has more than 100 hotels in 19 countries, employing over 30,000 people, welcoming more than 4 million guests annually, and generating over €2 Billion in annual revenue.
Tasked with creating a superior customer journey, Juan Campins Crespi, Director of Digital Channels at RIU Hotels, was initially seeking to create a social user experience where users can plan together their next vacation, without compromising their privacy.
Impressed by Joyned’s solution and the support they got from its team, Juan’s team decided to implement it in their US sites.
“At RIU Hotels, we are committed to creating a superior customer journey. Joyned shares our values. Integrating Joyned Booking into our US sites was a logical step in our progression.” said Juan.
Joyned provided instant value by allowing people to share, get validation, and make a group decision straight from RIU’s website.
Group decision-making is a value multiplier
Joyned’s functionality delivered significant engagement: some customers were using Joyned as a centralized tool for planning a solo trip, others invited friends and family to discuss and purchase their next vacation, resulting in a dramatic increase in key metrics: 4.8x conversion rates, 16% increase in average deal value.
While 1.8% of all visitors were using Joyned social features, group users’ engagement were directly responsible for 11% of revenue.
“[We are] creating a truly integrated and seamless online experience for our F&F customers where ideas can be shared at the click of a button and purchasing decisions can be taken faster in real-time.” continued Juan.