What Hotels Can Do to Build Brand Loyalty with Millennials
By Lisa Ross President & Partner, rbb Communications | January 20, 2019
They're young, active, travel-savvy and eager to choose experiences over physical purchases, so it's easy to see why millennials are the group to nurture when it comes to hospitality. The challenge -- building brand loyalty with them is easier said than done. These travelers, many of whom had a front-row seat to the late 2000s financial crisis, are keenly aware of their own spending, making them a tough group to capture with old-school loyalty plays such as points programs. In fact, according to one study, 80 percent of millennial travelers said they would switch their brand allegiance just to save a few dollars.
So where does that leave brands? Building loyalty with this demographic will take more than a few generic offerings, meaning brands need to think big when it comes to strategy. Experiential offerings, social media engagement, corporate social responsibility and lifestyle-based partnerships should be at the heart of forward-thinking millennial loyalty initiatives. Here are a few ways hospitality brands should aim to earn – and keep – millennial attention.
Though millennials are notoriously price-conscious, they're also open to benefits beyond the dollar. A 2018 study by Visa and Bond Brand Loyalty showed that the group places high importance on alternative benefits, such as quicker check-in and check-out for members or choice of room and/or floor. In fact, 46 percent of millennials are willing to pay more for enhanced loyalty benefits, the study found.
These include, for example, Amazon Prime – which offers free two-day shipping, streaming movies, special sales and other benefits – and Restoration Hardware's RH Members Program, which offers 25 percent savings on all purchases, as well as complimentary interior design consultations and concierge services. In addition to discounts and additional services, millennials are often willing to pay for convenience, such as Instacart's two-hour delivery from local stores.
As part of your loyalty programs, offer rewards for travelers who share their experiences. Non-hospitality brands have found that this generation responds to rewards offered for actions such as sharing posts on their social media, referring friends and responding to emails or surveys. In other words, millennials are looking for an equal partnership – be loyal to them and their needs and they'll be loyal to yours.
The Hotel Business Review articles are free to read on a weekly basis, but you must purchase a subscription to access
our library archives. We have more than 5000 best practice articles on hotel management and operations, so our
knowledge bank is an excellent investment! Subscribe today and access the articles in our archives.