Hotel Loyalty Report ES

511988_Hotel Loyalty Report _ ES-1
In this report, we explore how to increase the effectiveness of loyalty programs.  Our research points to two over-arching and compelling conclusions:

  • The best-case scenario is that hotel loyalty programs as they are constituted today have either little or no impact on travelers' purchase decisions, and, worst case, these programs drive undesirable brand-switching behavior.
  • Hotel brands and owners that choose to instead build differentiated loyalty programs and a customer experience that anticipates and integrates priority customers' personalized needs have the potential to capture incremental market share, as indicated by these facts.

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