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Hyatt Regency Santa Clara Increases Revenue/Customer Satisfaction with Wi-Fi Analytics

Connected to the Santa Clara Convention Center and surrounded by major Bay Area tech firms, the Hyatt Regency Santa Clara is supporting its vision of a digital hotel of the future designed for the mobile digital guest by not only providing secure, simple-to-use high-speed wireless Internet access from anywhere on the property, but also by providing Hyatt with the opportunity to engage users anywhere in the hotel.
The premier hotel for business and event travelers recently went further than just supplying simple Wi-Fi access by deploying a Cisco Connected Mobile Experience (CMX) solution whereby Hyatt is able to capture location intelligence, use Wi-Fi and analytics to facilitate one-on-one advertising and deliver notifications. As a result, the hotel reportedly grew revenues by 20 percent and showed improved customer satisfaction with a 65-point increase in Net Promoter Scores (NPS).
A recent survey by Skift and American Express found that free Wi-Fi access is more important than free breakfast in these times and so hotels such as the Hyatt Regency Santa Clara are taking it a step further and standing out by using data about guests’ location and behavior to improve the customer experience.
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