How a successful hotel booking experience leads to brand loyalty
July 31, 2012 | Hotel Marketing
Always-on-the-prowl bargain hunters can make marketing in the travel industry difficult—especially for companies that can’t compete price-wise. But how do you create and maintain brand loyalty when consumers have hundreds, if not thousands, of choices?
Loyalty programs, reward points and status levels—when executed correctly—can significantly boost customer retention and long-term brand loyalty. Even better, these programs give travel marketers and on-the-ground team members—such as concierges, management and front desk agents—deep levels of personalized data on guests that can be used to significantly improve their experience from the time of booking to the time of checkout. The problem is the industry really has not yet grasped how to use these rich data portals to provide a seamless 360-degree brand experience across all channels—meaning not just in their marketing initiative, but also to the customers actual experience in real life.
Your digital assets are the perfect lynchpin for achieving an exceptional guest experience. But before loyalty programs can be successful, there are a few steps to aligning business objectives with customer needs.
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