As the travel industry begins its long recovery after being brought to a standstill, loyalty is emerging as one of the key factors for consumers eager to travel once again. As the needs of travelers change rapidly, it is now more important than ever to consider an expanded view of loyalty in travel and explore the impact of the loyalty-tech landscape. Though loyalty was measured far more by delivering on customer service demands than incentives. More than just a tool for earning points, loyalty is about keeping customers engaged, re-building trust, streamlining the guest experience, and anticipating travelers needs as they seek to book and travel again.
Skift editors and research analysts highlighted the challenges and opportunities ahead, and heard from leaders throughout the industry — airlines, hotels, tech providers, and consumer experts – who showcased the latest strategies and shifts in this ecosystem amid the fallout from the crisis.
What are the dos and don’ts in this time in terms of brand communication and loyalty program messaging?
How can loyalty be a vehicle for a stronger return for brands across sectors?
As status levels have been extended, how can travel companies best differentiate incentives for top existing customers?
How can brands be creative in anticipating customer needs in this time by forge strategic partnerships or collaborations with other brands?
How has the virus affected the growth of subscriptions models in loyalty and how might the crisis shift consumer behavior around these programs?
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