Hard Rock Hotel Chicago Launches Customer Metrix™
SAN RAFAEL, Calif. – Sept. 3, 2008—Market Metrix, LLC, the leading provider of customer and employee feedback and performance tools for the hospitality industry, announced that Hard Rock International is expanding use of its products to actively improve guest loyalty and employee engagement. Now one year since the first property initiated with Market Metrix, Hard Rock has used the insights to make strategic improvements in product and service, achieving an increase in customer loyalty of 27 percent.
“Based on our early success with Market Metrix, Hard Rock has embraced the company as our performance feedback partner,” said Andrea Melotti, Senior Director of Hotel Operations for Hard Rock. “We’re pleased to see additional Hard Rock properties taking advantage of feedback from both customers and employees to better manage the overall guest experience and ensure delivery of the Hard Rock brand promise.” Hard Rock’s two flagship Seminole Hard Rock Hotels & Casinos in Tampa and Hollywood, Fla., recently implemented the Market Metrix real-time satisfaction survey system.
Market Metrix to Improve Loyalty Among Meeting and Event Planners
In addition to expanding its focus on guest and employee satisfaction, Hard Rock has realized the strategic significance of providing the same level of service to groups and special events, which represent increasingly large and important sources of income. Hard Rock Hotel Chicago has launched Customer Metrix™ for Events specifically to track feedback and deliver improved performance to this important segment.
“Hard Rock is a great brand and we’re delighted by the vote of confidence,” said Robert Honeycutt, Market Metrix CEO. “With our event system, Hard Rock decision makers now have real-time, fact-based insights, including instant feedback from event customers and tools to respond immediately. This unprecedented ability to track, address and resolve meeting planner issues will enable Hard Rock to increase group loyalty and be more competitive in an increasingly crowded marketplace.”
“Creating a system to understand and respond to group customers quickly and individually is the next logical step in developing and managing a dialogue with all Hard Rock customers,” said Melotti. “With its analytics, benchmarking capabilities and research, we’re counting on Market Metrix to help us strengthen key performance areas that will ensure positive referrals and drive future event business – and all business—across the brand.”
About Hard Rock International
With 125 high-energy Hard Rock Cafes and nine Hotels/Casinos in 48 countries, Hard Rock International is one of the world’s most globally recognized brands. Beginning with an Eric Clapton guitar, Hard Rock owns the world’s greatest collection of music memorabilia, which is displayed at its locations around the globe. Hard Rock is also known for its collectible fashion and music-related merchandise, Hard Rock Live performance venues and an award-winning website. In addition to the two flagship Seminole Hard Rock Hotels and Casinos in Tampa and Hollywood, Fla., Hard Rock Hotels/Casinos are located in Las Vegas, Biloxi, Orlando, Chicago, San Diego, Pattaya and Bali. Additional hotel and casino projects have been announced in Macau and Penang, both scheduled to open in 2009; Palm Springs, Atlanta and Panama, scheduled to open in 2010; and Dubai, scheduled to open in 2011. Hard Rock Park, located in Myrtle Beach, is the world’s first rock ‘n’ roll theme park. Hard Rock International, Inc. is owned by Seminole Hard Rock Entertainment, Inc. For more information on Hard Rock, visit http://www.hardrock.com.
About Market Metrix
Market Metrix helps hospitality companies around the world foster loyal customers and engaged employees. Based on award-winning research and breakthrough concepts, our products deliver instant survey results, analysis and management tools for increasing revenue and reducing staff turnover. Our benchmarking database, MMHI, is the most comprehensive, independent comparison of consumer brand satisfaction in the industry. Our annual MMHI Awards are coveted by lodging and travel enterprises around the world. With clients that include more than 120 brands across 70 countries, Market Metrix has been helping leading hospitality companies turn feedback into performance since 1996. For more information, visit http://www.marketmetrix.com.