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 to do that at the scale of your business, you need to turn to the best source of truth you have: your customer data.
This powerful marketing asset lets you offer precisely the right travel product to your customers, communicated in the way they like best. Paired with the right technology, customer data can fuel customer journeys that match and exceed your traveler’s dream experiences to create ongoing value, drive ROI and boost customer loyalty.