loyalty

As the industry works to bounce back from the crisis and related downturn, hotels will be relying on the return of loyal guests to facilitate recovery

Several hotel casinos across the states in the US are re-opening this week, offering a glimpse of how the industry will recover amid social distancing

We don’t know what a second wave will look like, and we of course hope there isn’t one, but being prepared now will hopefully alleviate some of the trouble later

People will always remember how you treat them when times are tough. Right now, the hospitality industry is challenged with continuing service with a smile during this pandemic – even […]

Cutting marketing budget during a crisis is a knee-jerk reaction for many hotels. Marketing is essential to win bookings, loyalty, and cement your market position before demand recovers

Beyond NPS, one common and effective way to gauge guest satisfaction is to send post-stay surveys. These give guests an opportunity to shine light on the good and the bad of their stay

Unlike Loyalty in most airlines, Revenue Management can look at the entire passenger landscape. Looking at every passenger – including FFP members, alliance status holders and “infrequent” flyers

Today, airline loyalty members represent between 20% and 70% of total pax depending on the airline, and it means there is a significant percentage of passengers who are not program members

Understanding what the customer is doing while on that booking journey, or how their behaviour has changed since they last booked is an opportunity to react and deliver on the loyalty experience.

Loyalty programs together with customer service, user reviews, and an easy to use website, are all factors that the majority of travelers consider when making their next reservation.