Customer Experience Drives Loyalty in Hospitality

Janet Jaiswal provides a well-thought-out, well-researched article about the direct impact of innovation, technology, and the customer experience on hotel loyalty.

Some of her main points are:

  • Post-pandemic, consumers are increasingly willing to change brands
  • Points-based loyalty programs aren’t as effective as they once were
  • Loyalty programs need more: personalized offers, upgrades, amenities
  • The guest experience ultimately drives return visits (loyalty)
  • Loyalty is driven not just by the on-site experience, but also by the website and app
  • Onsite, automation is best reserved for back-of-house functions.


Other Recent News Items

Clarus Commerce publishes 2022 Customer Loyalty Data Study

When it comes to brand loyalty, product quality still rules, but younger consumers are also looking for a sense of community.My Comments

Antavo releases 2022 Global Customer Loyalty Report

Antivo has released their very detailed (65 pg) report of a survey they conducted of 325 corporate marketers and using data from 25 million actions among consumers participating in their loyalty system.My Comments

Study Finds Less Email Copy Drives More Revenue

Key Takeaways Emails should have between 50 and 125 words Try to keep the emails simple and concise The closer you can get to 75 words the better The Email Optimization Shop conducted a test in 2020 where they found that reducing the copy in a promotional email generated a 918% lift in revenue. It […]My Comments

About Carousel Insights

Carousel Insights is a marketing/research consulting practice focused entirely on retention marketing for out-of-home, location-based entertainment. All we do is help out-of-home experiences (both entertaining and educational) grow attendance, revenue, and customer lifetime value through insights, CRM/personalization, and revenue management.