Confusion and complexity often derail customers buying in completely to loyalty programs. Loyalty has been a constant area of focus for the hospitality industry. The paradigm in the past was about collecting nights based on stays and tiers, but it is now shifting to a more hybrid personalized and engaged model.
Goals and Objectives
Expand from typical loyalty program structures to behavior-driven and experiential rewards, setting up loyalty campaigns with diverse outcomes, such as points, notifications, and tagging, to respond to guest/passenger behavior that is not just a transaction or related to a customer’s stay.
Mobile device, mobile apps, loyalty apps, cloud, guest/passenger data platforms, consumer analytics, blockchain
Use Case Summary
Expand the traveler’s options in finding the right hotel and provide a more immersive experience of the variety of products used in the stream of life. This allows hospitality brands to take advantage of information that has already been collected and provide the guest/passenger with a consistent, seamless experience. Improve return on promotion investment balancing marketing objectives to increase guest/passenger lifetime value.