vistana signature experience case study

Vistana Signature Experience Case Study

Vistana Signature Experiences (formerly Starwood Vacation Ownership) operates resorthotels and timeshares throughout the United States, in Mexico and the Caribbean. The complexity of timeshare ownerships, coupled with numerous channels for rental inventory, required a fresh look at how revenue could be optimized.  Integrated Insight developed scoring algorithms to segment owner and rental databases to target those most likely contribute to overall profit. Time itself was an important consideration given the cadence for purchasing more ownerships, as was type of units owned, number of weeks, resort location, time of year, etc. Likewise, renters were profiled based on channel, length of stay, propensity to tour and/or buy, and other factors. The resulting segmentation and scoring provided the Starwood management team and sales force with a tool to help manage inventory to the best and highest use. In addition to inventory analysis, Integrated Insight conducted the annual Owner Satisfaction research study and other ad hoc research studies.


Customer Experience & Employee Engagement, Revenue and Profit Optimization