At Collinson, we've lived and breathed travel loyalty for over 30 years and our passion still burns as brightly as it ever did. With our desire to continually learn and understand the challenges of an industry known for increasing customer choice and complex digital innovation, we recently surveyed 635 loyalty decision makers, from 16 countries, across three verticals.
What is clear from our findings, challenges do still exist:
- 64% of experts do not understand why their customers are loyal to their organisation or employ a strategy to strengthen customer relationships.
- 68% of experts said they do not have a framework in place to measure loyalty in the context of overall business performance.
View the full report to see our top tips on how to address today’s loyalty challenges for hotels.