Posts Tagged ‘hotel loyalty’

It’s Time For a New Customer Relationship Strategy

by Jason Q. Freed, Managing Editor |

As innovation happens faster across all industries, businesses are often left chasing trends and lagging behind their customers’ needs. With all the data available on consumers today — and the enormous number of digital touch points to reach them — many suggest it’s time for a societal shift in the way businesses connect with their consumers.

Read More

Tech teams falling short on enabling personalization, hotel loyalty

by Jason Q. Freed, Managing Editor |

Any effective hotel loyalty strategy today starts with personalization, and often requires a broad directional shift to place the customer at the center of every transaction. When looking to improve guest interactions, hotel operators often approach it from two different directions: service (front end) and data systems (back end).

Read More

Do Loyalty Bookings Have to Come Direct?

by Joyce Galvao, Senior Customer Success Manager |

Every time my car insurance renewal comes in, I shop around and, normally, I end up changing providers. Why? Because I get a better deal elsewhere. The same is true for my home insurance and travel insurance. And every time I inform my current provider that I am leaving they are nonplussed. There is no big fight to retain my business. I am not loyal to them, but likewise they are not loyal to me.

Read More

How Expedia and Wyndham are Fighting for Loyalty

by Jason Q. Freed, Managing Editor |

While it was all in good fun, a recent webinar presented by EyeforTravel on the current state of hotel loyalty pitted hotel brand programs vs. OTA programs and brought out some subtle jabs by each side.

Read More

Loyalty Programs Are Evolving Beyond Points and Direct-Booking Discounts

by Ed Watkins, Contributing Editor |

Your grandfather’s hotel loyalty program is dead — or will be soon. Those points-based, redeem-for-a-free-room schemes are quickly being replaced with programs that offer guests a wider range of services, amenities and, yes, discounted room rates. Revenue managers need to calibrate their rate and channel management strategies to reflect an increasing volume of business from loyalty club members.

Read More

Old, Closed-Off IT Systems Won’t Fly in Modern Hotel Industry

by Patrick Bosworth, co-founder and CEO |

Every so often, we’re reminded that hotel companies have a lot in common with the airlines, and United CEO Oscar Munoz made that clear, candidly laying out just how hard it is to modernize technology across an entire industry.

Read More