Mandarin Oriental boosts customer loyalty 25% with Sitecore

As one of the world’s most luxurious hotel groups, Mandarin Oriental needs a homepage that creates the same sense of wonder and excitement that guests feel when walking through the hotel’s front doors. 

Its legacy websites, however, fell short of the group’s high standards with complex navigation and booking. Mandarin Oriental wanted to create a frictionless experience for users, making it easier for them to find what they’re looking for and quicker to book their stay. The new design needed to reflect the level of exceptional service that guests can expect when they stay at a Mandarin Oriental property. 

Mandarin Oriental worked with digital agency Valtech to reimagine the digital customer experience, with Sitecore Digital Experience Platform at the heart of its online ecosystem. The group leveraged a micro-services headless architecture on Sitecore Managed Cloud to modernize 36 corporate and property websites.

With Sitecore, Mandarin Oriental has a single source of truth for hotel content, which is reused across sites. It has created reusable content structures that can be used across different components, and seamless integration with Scene7 makes it easier for content editors to find and select digital assets. The site also integrates with more than a dozen hospitality systems for property management, reservations, and customer data. 

The new websites bring the Mandarin Oriental experience to life, featuring a streamlined booking experience, richer information, enticing videos, and suggested room upgrades and add-ons. 

Enhancements are deployed every three weeks, with Sitecore Managed Cloud providing optimum resilience and flexibility. A 62% improvement to the ecommerce experience and the ability to find products 11% faster have contributed to a 49% increase in returning visitors, and 25% more sales from them. In addition to a 42% surge in new site visits, Mandarin Oriental has achieved a 25% boost in brand loyalty.