ROSEWOOD HOTELS & RESORTS: CUSTOMER LIFETIME VALUE
Inputs
Total Number of Unique Guests
Average Daily Spend
Number of Days Average Guest Stays per Stay
Average Gross Margin per Room
Average Number of Visits per Year per Guest
Average Marketing Expense per Guest (system-wide)
Average New Guest Acquisition Expense (system-wide)
Total Number of Repeat Guests
of which: Total Number of Multi-property Stay Guests
Additional Costs Required per annum
Discount Rate
Average Guest Retention Rate
CLTV Calculation With No Changes to Brand Strategy
Year
Number of Nights per Stay
Number of Stays per guest (assuming they are retained)
Revenue Per Night
Revenue per Customer
Gross Profit per Customer
Less Cost to Acquire Customer
Less Annual Marketing Cost per Customer
Cash Flow from Customer if Retained
Probability of Being Retained
Expected Cash Flow from Customer
Discount Factor (8%)
NPV of Expected Cash Flow from Customer
Total NPV of CLTV
CLTV Calculation With New Brand Strategy
Year
Number of Nights per Stay
Number of Stays per guest (assuming they are retained)
Revenue Per Night
Revenue per Customer
Gross Profit per Customer
Less Cost to Acquire Customer
Less Annual Marketing Cost per Customer
Less Additional Marketing Cost per Customer
Cash Flow from Customer if Retained
Probability of Being Retained
Expected Cash Flow from Customer
Discount Factor
NPV of Expected Cash Flow from Customer
Total NPV of CLTV
Increase in CLTV per customer of new Marketing Plan
Multiplied by No of Customers to obtain increase in profit of
Rosewood from new brand strategy
Divided by 32% gross margin to obtain increase in Revenue of
Rosewood from new brand strategy
ME VALUE (CLTV) ANALYSIS
Without Rosewood With Rosewood
Branding (2003) Corporate Branding
115,000
115,000
$750.00
$750.00
2.0
2.0
32%
32%
1.2
1.3
$130.00
$138.70
$150.00
$150.00
19,169
24,919
5,750
11500
8%
8%
16.67%
21.67%
2003
Growth Rate
growing at 6 %
growing at 3 %
increased from 5 % to 10 %
2004
2005
2006
2.0
2.0
2.0
1.2
1.2
1.2
$795.00
$842.70
$893.26
$1,908.00 $2,022.48 $2,143.83
$610.56
$647.19
$686.03
$0.00
$0.00
$0.00
$130.00
$130.00
$130.00
$480.56
$517.19
$556.03
1.00
0.17
0.03
($150.00)
$480.56
$86.22
$15.45
1.000
0.926
0.857
0.794
($150.00)
$444.96
$73.92
$12.27
2004
2005
2006
2.0
2.0
2.0
1.3
1.3
1.3
$795.00
$842.70
$893.26
$150.00
($150.00)
$383.57
2003
$2,067.00 $2,191.02 $2,322.48
$661.44
$701.13
$743.19
$130.00
$130.00
$130.00
$8.96
$9.23
$9.50
$522.48
$561.90
$603.69
1.00
0.22
0.05
($150.00)
$522.48
$121.76
$28.35
1.000
0.926
0.857
0.794
($150.00)
$483.78
$104.39
$22.50
$150.00
($150.00)
$466.78
$83.21
$9,569,252
$29,903,912
om 5 % to 10 %
2007
2008
2009
2.0
2.0
2.0
1.2
1.2
1.2
$946.86 $1,003.67 $1,063.89
$2,272.46 $2,408.81 $2,553.33
$727.19
$770.82
$817.07
$0.00
$0.00
$0.00
$130.00
$130.00
$130.00
$597.19
$640.82
$687.07
0.00
0.00
0.00
$2.77
$0.49
$0.09
0.735
0.681
0.630
$2.03
$0.34
$0.06
2007
2008
2009
2.0
2.0
2.0
1.3
1.3
1.3
$946.86 $1,003.67 $1,063.89
$2,461.83 $2,609.54 $2,766.11
$787.79
$835.05
$885.16
$130.00
$130.00
$130.00
$9.79
$10.08
$10.38
$648.00
$694.97
$744.77
0.01
0.00
0.00
$6.59
$1.53
$0.36
0.735
0.681
0.630
$4.85
$1.04
$0.22
