Resorts World Genting takes customer experience digital to attract millions more visitors
Nestled in the hilltops of the Genting Highlands of Malaysia, Resorts World Genting offers an entertainment experience like no other. Visitors can start their trip a with a scenic gondola ride up the mountain to enjoy a multitude of world-class shops and restaurants. They may then head to a show or casino before retiring to one of Resorts World Genting’s many luxury hotels. There are a range of attractions for visitors to enjoy during their stay, from nature trekking through to leisure time at the spa.
Nicco Joselito Lopez Tan, VP Relationship Marketing and Social Media at Resorts World Genting said the company was reinventing itself to provide visitors of all ages with experiences they’ll never forget. “Transforming digitally with technologies like Salesforce is critical to our success. We’re making it easier for customers to engage with us and providing experiences that keep them coming back.”
New digital mindset sees online engagement thrive
Today, Resorts World Genting is creating new attractions in a bid to attract 30 million visitors a year by 2020 – up from 20 million today. This includes more events tailored to kids and teenagers and a 20th Century Fox World inspired theme park set to open soon.
This company is also enhancing current attractions and providing opportunities for visitors to share their experiences.
“We want more and more people to be engaging with our brand online and, in the future, be able to connect that online and offline experience. We want to see what visitors are posting to social or how they’re interacting with our app and tailor our communication in real-time,” said Tan.
The company is on its way to achieving this vision after supercharging online engagement with Social Studio. It’s now listening to what people say about its brand online and using those insights to drive more meaningful interactions. It’s also building campaigns and content that tap into already popular hashtags.
All these activities combined with a new friendly tone, has boosted organic online engagement. Posts which may have been viewed 100 times before are now reaching more than 100,000 users.
Marketing gets personal to attract and retain customers
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