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The Loyalty Divide: Operator and Consumer Perspectives Hotels 2018

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As more people continue to travel all over the world for business and pleasure, so the battle for hotel guests has become more and more intense, and unsurprisingly hotels are deploying a full range of loyalty programs and incentives to try and hook in guests, build up brand loyalty and reap the rewards of return business.

We've uncovered a surprising divide in perception between how businesses view loyalty programs and what guests really think. But all is not lost. As increasingly sophisticated algorithms enable businesses to target and personalize their offers, the opportunity to engage guests more effectively has increased. And with the role of social media, in particular influencers, growing in importance, there's a rich new vein to mine when it comes to winning loyalty.

 


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