Driving customer delight and delivering personalized and memorable holiday experiences

Wyndham Destinations Asia Pacific, is the region’s largest vacation ownership business. It has a network of 34 resorts across Australia, New Zealand, Fiji, Indonesia and Thailand, with over 57, 000 owners enjoying Wyndham Vacation Ownership through the WorldMark South Pacific Club. 

To capture insight from owner customers about their experience, the Wyndham Customer Experience department has implemented a dedicated Customer Hub that gathers both tactical and strategic feedback and gives the team access to detailed customer responses. This provides an abundance of opportunities to understand customers better, identify key trends, and analyze and measure experience gaps. As a result, the team can design new business cases and implement solution to drive better experiences for every customer.

Since the implementation of the Customer Hub, Wyndham has taken action on specific areas of customer feedback and introduced a range of new initiatives to enhance customer delight. These include a new Universal Agent program, which combines the roles of resort hosts and guest services agents to deliver seamless, personalized customer experiences, and a new express check-in service to allow guests to start their vacation more quickly.

“Our program has created a culture where delivery of personalized and memorable experiences is the norm, where customers are surprised and delighted at every interaction to not only meet customer satisfaction, but exceed customer expectations, thereby creating loyalty and advocacy.”

- Bayley Clark, Senior Director, Customer Delivery


Driving Action:

  • Customer-centric focus has increased guest satisfaction at resorts by 6.6% in just six months
  • For every 1% increase in resort satisfaction, there is an 8% reduction in escalated resort complaints and 13% reduction in retention costs month on month
  • Record high scores of 9 out of 10 for Universal Agent staff and the check-in experience since program introduction.