From insight to action: Creating unique loyalty experiences in travel, transport, and hospitality

From insight to action: Creating unique loyalty experiences in travel, transport, and hospitality

In a cost-of-living crisis where consumers need to scrutinise the value they get from every purchase, loyalty has never been so important. Travel, Transport, and Hospitality (TTH) companies are increasingly relying on data to develop effective loyalty programs and deliver personalised experiences for their customers. 

Insight from research by OSF Digital shows that many TTH brands intend to pursue a cost-cutting rather than a value-adding approach to loyalty. This is a sign of the times but could lead to ‘samey’ schemes with little differentiation. It’s an approach which sits uncomfortably next to the ambition of 38% of loyalty leaders in the sector who plan to enhance the customer experience, which rarely happens without investment. Lessons can be learned from the top hotel chains and airlines that can provide insight and inspiration on top loyalty opportunities that all businesses can look to adopt.

• How can companies create loyalty as a profit centre? How can companies create loyalty across multiple brands and encourage cross-usage? 
• What is the best way to acquire and use first-party data to improve business performance?
• What do the big hotels and airlines do in loyalty that other companies can adopt today?