<aside> 🏖️ Everyone deserves a beautiful living space says Ritesh Agarwal, founder of the world's second-largest hotel chain

</aside>

Please check the Acquisition and Onboarding documents to get background on OYORooms.

In this document, we will look at how to build meaningful relationships with customers (Customer Engagement). Further, we will learn how to calculate the rate at which customers stay with OYO in a given period of time (a year for this project) i.e. Customer Retention.

Table of content

1. Product understanding

1.1 Core value proposition of the product

The value propositions of OYO are its standardisation of services at affordable prices to enrich the guest experience. It does so by doing the following:

• Owning the entire customer experience from booking to check-out. Unlike Airbnb, OYO takes full accountability for the stay
• To onboard hotels, OYO has self-audit and offline OYO team audit systems in place to ensure the OYO standards and guidelines are met. Here’s a sample OYO guidelines for reference.

1.2. How do users currently experience that core value proposition repeatedly?

Here are four main elements through which customers can experience the core value proposition:

• Seamless booking process
• Offers and discounts on bookings
• Enjoying a comfortable stay at OYO properties
• Instant communication of booking details via email, SMS and WhatsApp

2. Active Users

Action(s) that makes someone an active user of OYORooms:

• Any user books a room and stays on the OYO property. This is irrespective of whether the payment is done offline or online