Is Your Hotel Worthy of Loyalty
By Naomi Stark President, Stark Service Solutions, LLC | October 23, 2011
How would you answer: 'Are loyalty programs about rewards or recognition?'
Is there even a difference? YES! There is a significant difference. The birth of the loyalty program was a significant milestone in the history of the industry and one that originally rewarded and recognized guests for their loyalty. Yet, over the past decade we've seen a shift towards a separation in rewards and recognition. This separation has had a significant role in programs not living up to their full potential.
Research has shown on average, less than 40% of program members regularly accrue points toward award redemption. That means missed opportunities for hotels to capture an even larger market share of repeat and loyal guests. Another dynamic which plays into the success of loyalty programs is the rapidly evolving world of technology which necessitates loyalty programs to also rapidly evolve to keep pace.
Rewards vs. Recognition
I recently spoke with Jacob Wright, Director of Guest Services at the Wyndham Phoenix Hotel. Jacob ponders the future of loyalty programs, "I wonder if customer loyalty is a thing of the past. At least, as we know it today." Now how can that be? Everyone wants to be rewarded for spending their money and recognized for their loyalty - that never changes. Well, it is an intriguing notion. Change in our culture has led travelers to want more than points and a welcome fruit plate which at one time was considered the tops. Jacob continues, "Today's travelers demand hotels to be worthy of loyalty. They want to know who we are. They want to connect with us on an emotional level. Really, that's what we are in now, the emotional delivery business."
Can it be that social media has altered the motivating force behind how guests decide which hotel and brand they will grant their loyalty? Thereby actually altering the course of loyalty programs? It certainly appears that way. So just what do loyalty programs have to do today to achieve guest loyalty tomorrow?
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