{"id":17722,"date":"2013-04-15T09:52:49","date_gmt":"2013-04-15T09:52:49","guid":{"rendered":"https:\/\/sundaysky.com\/blog\/how-the-travel-industry-is-deepening-customer-loyalty\/"},"modified":"2025-02-18T17:25:08","modified_gmt":"2025-02-18T17:25:08","slug":"how-the-travel-industry-is-deepening-customer-loyalty","status":"publish","type":"blog","link":"https:\/\/sundaysky.com\/jp\/blog\/how-the-travel-industry-is-deepening-customer-loyalty\/","title":{"rendered":"How the Travel Industry is Deepening Customer Loyalty"},"content":{"rendered":"

I recently attended Loyalty Expo 2013<\/a>, hosted by Loyalty360<\/a> in Orlando, and took away some great examples and educational nuggets around how brands, specifically in the travel industry, are enhancing their customer loyalty initiatives. A common mantra among customer-centric companies is that customer loyalty is not a destination, but a constant journey to support customers and deliver an optimal experience. Through every channel \u2013 in-person, online, through a call center \u2013 and at every customer touch point, there is an opportunity to drive and deepen a customer\u2019s brand loyalty.<\/p>\n

Maggie Lang<\/a> from Kimpton Hotels<\/a> discussed how the hospitality giant fosters loyalty through emotional connections with guests by leveraging customer data, behaviors and preferences. And not just during the online booking process, but at every customer touchpoint with the hotel, including at the front desk upon check-in and through housekeeping services. Some Kimpton examples she shared included knowing what kind of pet a customer has and the treats it likes waiting upon check-in (at the pet-friendly hotel brands), recognizing a customer\u2019s reading preferences and having a specific newspaper delivered in the morning, and delivering a much-needed nightcap to a guest who checks in late after inclement weather and rough travel conditions. No doubt such phenomenal customer experiences solidify guests\u2019 loyalty to Kimpton as their preferred hotel provider.<\/p>\n

On another side of the travel industry spectrum, a leading\u00a0travel booking website discussed transitioning from serving only top-tier members with high-quality loyalty service, to\u00a0treating every customer with this level of service, no matter the customer\u2019s status. Many brands I met at the conference are delivering best-in-class levels of loyalty service to all of their customers, not just the longest tenured ones.<\/p>\n

One challenge many brands are facing is how to communicate loyalty programs and rewards statuses in more innovative and engaging ways, beyond a standard email or account portal. Leveraging customer profile and account data within personalized videos\u00a0for customer loyalty is one means, but I also wonder what other tactics brands are considering. Especially as brands looks to deliver loyalty-driven experience at every channel and touch point, determining the most engaging and relevant medium will be key.<\/p>\n

What was your main takeaway from Loyalty Expo 2013? How are you looking to enhance your brand\u2019s loyalty initiatives? Feel free to share your thoughts in the comments section below.<\/h4>\n","protected":false},"excerpt":{"rendered":"

Travel and hospitality brands are enhancing their loyalty initiatives at every channel and touch point, for an optimal customer experience.<\/p>\n","protected":false},"author":4,"featured_media":20095,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","om_disable_all_campaigns":false,"inline_featured_image":false,"footnotes":""},"industry":[],"use_case":[106],"blog-topic":[],"class_list":["post-17722","blog","type-blog","status-publish","format-standard","has-post-thumbnail","hentry","use_case-loyalty"],"acf":[],"yoast_head":"\nHow the Travel Industry is Deepening Customer Loyalty | SundaySky<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sundaysky.com\/jp\/blog\/how-the-travel-industry-is-deepening-customer-loyalty\/\" \/>\n<meta property=\"og:locale\" content=\"ja_JP\" \/>\n<meta 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