loyalty

Top 3 Rate Shopping Trends to Watch in 2017

We know that hospitality customers are more demanding than ever before.  There’s more competition each year due to new builds and the increasing prevalence of OTAs and short-term rentals. NB: […]

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Loyalty Programs Must Move Beyond Discounts

Loyalty programs have become a more valuable tool for every type of hotel as the Book Direct movement has increased momentum. They are seen, especially by major chains, as the […]

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Do You (Really) Understand the Value of Retaining Customers?

As a hotel manager, you’ll already know that attracting new customers is a costly business. With the cost of sales increasing all the time as a result of high commissions […]

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Driving Direct Bookings Comes at a Cost Too

A little over a year ago, I wrote an article that struck a sensitive nerve: Hotels Promoting Direct Bookings: It’s About Time! Perhaps this is why it was widely shared […]

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Predicting Loyalty Churn: Cathay Pacific Marco Polo Case Study

Big data can now predict when a high-value frequent flyer is unhappy with an airline loyalty program and is at greatest risk of switching their business to another carrier, and […]

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Guest loyalty through direct channel is cornerstone in struggle with OTAs

A traditional priority for hotels has been to please and satisfy their clients with the clear objective that the client returns to the hotel on his next visit to that […]

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Designing a loyalty programme around the modern-day traveller

There are some influential forces at work in travel, shaping how the market is evolving and challenging brands to think carefully about the future. Alternative accommodation options such as Airbnb, […]

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6 Ways Social Media Can Help Build Customer Loyalty

Now that we live in the digital age, it is only important to take advantage of new platforms to expand operations and boost business growth. And while it’s true that […]

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Loyalty: On the Cusp of Major (R)Evolution

Loyalty program announcements so far this year indicate a major sea change. From the customer perspective, it amounts to a Revolution – where brands are finally giving into what has […]

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Six techniques to tackle falling customer loyalty

On May 1 1981, the launch of American Airlines’ AAdvantage frequent flyer programme was widely regarded as a landmark event in the aviation industry: new and influential standards were set. […]

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