Since then, experience, interactivity and loyalty have been at the heart of their strategy. Marriott Rewards, recognized as the best hotel loyalty program in 2015 and 2016 by Freddie Awards, has seized the opportunities offered by mobile. Has the loyalty program really become obsolete? Consumer expectations With the generalization of loyalty programs, one might think that loyalty cards tend to be neglected. According to Nielsen, 77% of consumers participate in at least one loyalty program. 58% of them favor stores that offer a loyalty program for their purchases. But according to the 2016 loyalty barometer.
The preferred loyalty cards are those of supermarkets. As for the motivations of consumers, it is unsurprisingly the pecuniary advantages that attract them fax list the most. Nevertheless, millennials are more attracted to non-monetary benefits.loyalty program expectations Loyalty programs are therefore still as effective in retaining customers. But in the era of digitalization, brands must absolutely reinvent them to stay in the race. Tourism and loyalty program: a winning duo The requirements of hotel customers have changed a lot. Today, the customer experience is at the heart of any strategy initiated in tourism.
Customers no longer book a single room in a hotel for accommodation, they now want to live a unique and memorable experience.. He wants to live a personalized experience, with less formalities, but more options while benefiting from exclusive advantages. To meet customer expectations, loyalty programs are proving to be very powerful levers. Faced with increased competition with OTAs (online travel agencies such as Booking) and meta-search engines (TripAdvisor, Book on Google, Trivago, etc.