Standing Tall Against the Headwinds: Why Travel, Leisure and Hospitality Brands Need to Understand Their Loyal Customers Better (and how to give them what they want)

OVERVIEW

Recession, inflation, cost of living, Brexit. You don’t need telling in any finer detail what’s contributing to the challenging environment hospitality brands find themselves in, but an exchange of ideas and approaches with peers might help.

Progressive hospitality businesses need to develop a deeper understanding of their staunchest advocates. Knowing who your most valuable and loyal customers are and delivering what they want when they want it will set you up to serve communications that arrive exactly when and how they should.

Seemingly anonymous, unstructured visitor data can look meaningless, but often it’s not.

• How can you surface and link all your customer touchpoints, and shape the mass of information to deliver the best customer experiences every time?
• How can you set yourself up to see the whole picture, adapt and react to fluctuations in demand and manage workloads better, leading to a better service for every customer every time?