It’s been a bumpy ride for the travel industry over the past 3 years (pun intended 😊). Lockdowns, re-openings, sudden Covid surges, followed by inflation—all sprinkled with bouts of travel fever—if one lesson is certain, it’s that uncertainty can rear its ugly head at any given moment. A top-notch customer experience remains critical to keep customers booking with their chosen travel brands year after year, and quality benefits from travel loyalty programs can turn points into a forever brand relationship.
Most travel loyalty programs, however, haven’t been keeping up with the Joneses. In a survey of over 500 travel executives, we discovered that almost 4 in 10 travel and hospitality companies have not refreshed their loyalty programs since the start of the pandemic. At the same time, customer expectations continue to soar.
In a previous blog post, we outlined the various ways in which travel organizations can refresh their loyalty programs to retain happy members. The following infographic illustrates the “why” behind these suggestions, to demonstrate how essential these improvements are to customer satisfaction. Click on the image below to view a larger version of the infographic.
Rebecca Lucash
Manager, Strategy Insights