Tourism Innovation
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Tourism Innovation
tourism innovation
Curated by Andrea Rossi
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Rescooped by Andrea Rossi from The Insight Files
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Loyalty in travel isn’t dead - it's evolving and it's personal

Loyalty in travel isn’t dead - it's evolving and it's personal | Tourism Innovation | Scoop.it

Loyalty used to be simple - a guest stays, they get points, you give them a room upgrade or a free breakfast. Not any more, says Revinate. Guest expectations are changing and generic loyalty perks are no longer enough to impress and retain your best customers. Of the 238 million US companies who are members of a hotel loyalty brand, only 44% are considered active members, according to Sabre's report, 'Traveller Loyalty and the Modern Brand.' 50% of a loyalty program member's annual spend is not with his or her preferred brand, and 30% of members are at risk of switching programs entirely. It's not that the idea of loyalty programs is dead - more than 83% of loyalty program members believe they should be rewarded for loyalty - it's that the experience falls short. 71% say they receive irrelevant perks from their preferred brands. So the problem isn't that consumers are disenchanted with the concept of loyalty, but that consumer expectations have changed. Hotels need to rethink what loyalty means to the modern-day traveller. Click here for more information.


Via Tourism Australia
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DTS000's curator insight, March 12, 2015 5:21 PM

Are you getting the best deal you can on your travel?
You are if your booking it here: http://provencashback.com

Rescooped by Andrea Rossi from QUAC Design Thinking
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14 #Customer #Experience Predictions For 2014

14 #Customer #Experience Predictions For 2014 | Tourism Innovation | Scoop.it

Via Eric_Determined / Eric Silverstein, Debra Walker
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Eric_Determined / Eric Silverstein's curator insight, December 27, 2013 9:59 AM

Valuable insight from Jeannie Walters clearly defining the different areas that will impact the #customer #experience.


The end goal is the last point:


"There will be several times in 2014 when you’ll shake your head in disbelief at how wonderful something is. You’ll post images on social media about the best ones, and rave to friends about the corner store/the customer service rep/the bank who showed you they care."


We are all looking forward to such positive experiences.


Any additional trends you would anticipate?