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Case Studies

Wyndham Loyalty Program Gamified eLearning

 
Wyndham Hotel Group

The challenge:

Wyndham Hotel Group came to Designing Digitally, Inc. to create a new and innovative training experience to support the relaunch of their customer loyalty program, Wyndham Rewards.  Wyndham Hotel Group realized its franchisees and associates must be invested in Wyndham Rewards in order for the program to flourish. Wyndham Hotel Group needed Owners, General Managers, and Front Desk Staff to see the value Wyndham Rewards provides to their hotel property as well as their guests.  Additionally, property support would reinforce the message with consumers and the national media campaign that Wyndham Hotel Group was using to relaunch the program. 

The Solution:

After Designing Digitally, Inc. explored the audience traits and the goals of the training in the Needs Analysis phase, they recommended creating two separate online courses. With the client’s support, Designing Digitally, Inc. developed one course for the Front Desk Staff, which focuses on preparing the employees to speak with hotel guests about the loyalty program. Simultaneously, a course for Owners and General Managers was developed, which emphasizes the business benefits of urging guests to enroll in Wyndham Rewards.

The Wyndham Rewards advertising campaign centered on an exciting new spokesperson, the Wyndham Wyzard. Designing Digitally, Inc. utilized images and custom-recorded audio clips of the Wyndham Wyzard to coach learners through interactions in the courses. Additionally, the theme of his magic and mystique is an integral part of all the graphics, sound effects, music, and animations. The blend of these themed media elements, gamified activities, and relevant scenarios creates a whimsical environment for learners to explore Wyndham Rewards.

Designing Digitally, Inc. also fulfilled the client’s request to incorporate an external award for franchisees and associates who complete the training courses. By collaborating with the client’s web development partner, Designing Digitally, Inc. designed a way for learners to enroll in Wyndham Rewards at the conclusion of the innovative learning experiences. They can enter their information and receive actual Wyndham Rewards points as an award for completing the training, all within the course interface.

 

The Results:

Wyndham is thrilled with the internal response to both Wyndham Rewards courses. Over 3,500  learners completed a course within 2 months of launching the trainings. The average user rating for the courses was 5 out of 5!

International partners within Wyndham are also impressed with this gamified learning experience. Designing Digitally, Inc. is now working with Wyndham international representatives to produce translated versions of the courses to be used in various other countries.

Wyndham has distributed over 574,000 Wyndham Rewards points to employees who have completed the training. The use of gamification and the integration of an external award system not only motivates learners to participate, it also gets employees personally invested in the program. They can share genuine excitement about Wyndham Rewards with guests at their properties.

Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
Wyndham Hotel Group
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