Introducing Guest-ocracy
Each of the individual sub-brands was creating their own research to improve the level of service. Brand hyatt built multi-million dollar lab hotels to constantly study and reinvent the guest experience. All being done separately, everything in a silo, none of it being used to its full potential. Through the Guest-ocracy homepage we created what is now known as the Hyatt Listening Loop. Issues are identified, ideas are generated and beta-tested in the Lab Hotels, and successful ones launched and communicated through the website to all Hyatt guests.