guest loyalty
Society’s Values: Decoding the Impact of Pop Culture on Hospitality
Natacha Reymond | November 14, 2023
By Natacha Reymond The intersection of hospitality and popular culture is a dynamic space where societal values, norms, and human interactions are vividly depicted and often critiqued. From television series to classic films, pop culture has consistently provided a mirror through which we can examine our own behaviors and beliefs. In this article, we'll explore how hospitality in pop culture serves as a reflection of society's ever-evolving ethos. Hospitality venues are more than just background scenery Imagine a world where the elegance of Spanish TV series "Grand Hotel" converges with the gritty allure of "Sweetbitter." Just as "Grand ...
Understanding Customer Captivity: When Clients Want to Leave but Can’t
EHL Insights | October 10, 2023
Have you ever wanted to switch service providers but felt like you had no choice? If this sounds familiar, you’ve experienced customer captivity. This feeling of captivity can significantly influence how customers perceive the quality of a service and voice their dissatisfaction. However, we know little about it. How does the feeling of captivity manifest? To what extent can it harm a service provider’s business? What coping strategies do captive customers adopt? And why does this often lead to negative word-of-mouth behavior? Furrer, Yu Kerguignas, and Landry’s (2021) study delves into these questions, providing invaluable in...
How to Increase Repeat Guests at Your Hotel
Eva Lacalle | August 24, 2023
By Eva Lacalle Are you looking to increase repeat guests at your hotel? Customer retention is one of the pivotal metrics for hoteliers because it indicates how well you're performing. Happy guests are more likely to return and become regulars. Loyal guests also cost less – you only have to invest once in acquiring them, which can be one of the most expensive fixed costs in the hotel business. Let's look at the best strategies for increasing the number of repeat guests at your hotel that will help you to boost your hotel's success and profitability. Why is it important to increase repeat guests at your hotel? The success of your hot...
Sojern Acquires VenueLytics to Bolster Its Platform for the Hospitality Industry
Sojern | July 11, 2023
SAN FRANCISCO – 11 July, 2023 – Sojern, the leading travel marketing platform, today announced the acquisition of VenueLytics, the hospitality industry’s most integrated guest experience platform serving independent hotels, resorts, chains and casinos. Sojern will incorporate VenueLytics’ capabilities as an extension of the Sojern Travel Marketing Platform. Sojern has long been a direct bookings driver for hotels—providing comprehensive digital advertising solutions that help travel marketers find, attract and convert new travelers, re-activate existing guests to build loyalty, and maximize net revenue per available room (RevPA...
Diet Water, Melted Ice Cream, Blowfish Among Top 10 Most Unusual Room Service Requests, Hotels.com Reports
Hotels.com | June 7, 2023
Study also reveals hotels are expanding in-room offerings to include private concerts and $300 ice cream sundaes DALLAS, June 7, 2023 -- Today Hotels.com® reveals its inaugural Room Service Report which finds that demand for the popular amenity is on the rise according to 45% of U.S. hotels1. The report surveyed hotel partners around the world to reveal what's "in" when dining in from the trendiest to the most eccentric orders, as well as hotels with over-the-top room service options like a $1600 burger and a $300 ice cream sundae. Top findings from the study include: The weird side of room service • Hotels revealed their mo...
Nostalgia-Motivated Tourism Through Virtual Trips
PolyU School of Hotel and Tourism Management | May 17, 2023
Virtual trips are destination “teasers” and a valuable way to attract new tourists. But what about returning tourists? Timely new research by Dr Hyejo Hailey Shin of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-author offers an in-depth look at which elements of virtual trips are the most essential, and how these can be used to encourage returning tourists’ behavioural intentions via immersion and nostalgia. Intriguingly, stirring the emotions and nostalgia of returning tourists can boost their intention to revisit a destination, visit a similar destination and speak positively about...
You Too Can Be As Good As Amazon…Maybe!
Shep Hyken | April 20, 2023
By Shep Hyken For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. In many of my customer service and CX keynote speeches, I’ll ask the audience to shout out the companies they love doing business with. Without fail, someone – usually many people – mentions Amazon. Amazon has educated its customer as to what a great experience looks like. It meets and exceeds consumer expectations, and now customers want, hope, and expect ev...
Loyalty Programs Should Help Soften Impact of Any Economic Downturn on Hotel Sector
CBRE Hotels | April 11, 2023
A record number of loyalty program members should help hotel brands lower their customer acquisition costs, increase direct-to-consumer engagement and offset any occupancy shortfalls during an economic downturn. Direct access to a base of loyal customers is a benefit to owning and operating a branded hotel. Loyalty members can help drive occupancy during off-peak periods or weaker economic conditions. Loyalty members redeemed a record number of points in 2022 that were earned and saved during the pandemic. Publicly available loyalty program metrics of five major U.S. hotel brands suggest that it may take may take more points than in the...
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