Travel customers want personalization and they want it done right. This demand has two major consequences for you and for them:
1. Customers are choosing brands that can anticipate their needs and deliver a custom-made experience without being pushy or creepy.
2. Every customer interaction (and every customer journey) paves the way to long-term customer loyalty — or the opposite.
Here’s how to get on their good side every time.
The travel loyalty system has been flipped on its head. Instead of buying into a loyalty program and locking themselves in for the foreseeable future, customers go wherever they can find the offer that fits their needs. Their loyalty is given out sparingly — and only to those who offer the best-tailored booking and travel experiences every time.
Loyalty must be earned. Giving your customers an experience worth coming back for starts by getting to know who they are and what they desire, and creating an experience around that need state in real time.
This means: Unlocking your customer data from its silos, activating it across all of your channels, and creating a customer-centricity agenda for every team in your organization.