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Elevating Guest Experiences in Hotels with Integrated CX

InMoment XI

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. Hotel customers are no exception. Consumers are using their mobile devices to browse and book hotels.

Hotels 260
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Top 5 Customer Service & CX Articles for Week of March 25, 2024

ShepHyken

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. My Comment: Here is an excellent and robust article on loyalty programs.

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Pay with points: unlocking loyalty program value

Currency Alliance

Pay with points is trending upward in loyalty marketing for three main reasons. Over the past 3-4 years, brands with loyalty programs have been more focused on offering members new ways to redeem points and obtain interesting rewards.

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3 Ways Travel Brands Can Transform Their Loyalty Programs in Response to Covid-19

Oracle

Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards. Travel loyalty reimagined.

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Doomed: Is There Any Hope For Hotel Chains?

Beyond Philosophy

Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. Marriott’s master class program currently offers a chance to skipper an America’s Cup yacht in San Diego, and past offerings have included a clinic with an NBA star and golf lessons with a hall of famer.

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Ending apathy around customer loyalty programs

Currency Alliance

Hotel group cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either.

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Ending apathy around customer loyalty programs

Currency Alliance

Hotel group cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either.