loyalty

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.

Loyalty may be a strong word for the relationship travelers have with their hotel. If a competitor offers flexible perks, personalized service and consistent delivery many travelers will be willing to have a go

Airline feedback is broken. Everyone knows it, but nobody will admit it. NPS has passed its expiry date, and yet airlines still rate themselves on metrics that don’t serve their passengers.

There may not be reason to be fearful just yet but as the prospect of recession looms, safeguarding loyalty is becoming an imperative.