Custom Travel Solutions' Blog
Custom Travel Solutions' Blog

Attention is the new currency - Using loyalty and personalization to close the engagement gap in customer experience
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« October 2019 »

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Attention Is The New Currency

• Make loyalty part of customerĘs everyday buying experience
Even the most frequent customers spend several times a month on travel bookings while it may be as little as once or twice a year for the regular ones. The brands need to create new and relevant ways to make loyalty more a part of the customerĘs everyday life. Travel brands may extend initiatives outside of typical travel commodities and enable their customers to earn and redeem loyalty currency. High-street and luxury brand shopping, card-linked offers, car rental services, online e-store for everyday solutions, etc. are some examples of the member opportunities that help shift the engagement levels and customer loyalty towards the °everydayĘ.

• Monetize digital transformation
Many brands fail to understand the impact of technology on garnering customer attention and fill the engagement gap. The simple truth is that unhappy and inattentive customer enhance the risk of lost business. Happy customers, on the other hand, positively impact revenue and top-line growth. They act as brand evangelist resulting in more purchases, referrals, and enhanced loyalty.
Technological tools and big data, with the help of sophisticated algorithms, help in understanding customer buying patterns and predicting what they expect. These insights are essential to the agile monetization of digital services and creating new offerings to keep customers happy.
• Reenergize and maximize your reward experience
The new age customers expect greater choices of rewards that go beyond °traditionalĘ offerings and enable them to redeem at multiple outlets or on a whole host of products. Offering the members customized loyalty experience as per their buying preference, interests and personalities will keep them engaged in everyday lives. This will further drive re-engagement and positive commercial impact. From the loyalty perspective, personalized or experience-based rewards will be more powerful in establishing emotional connections with the brand.
Creating relevant engagement opportunities and more accessible solutions will have a tangible impact on revenue, repeat business and brand equity.