Check out these highlights from the Humanizing Loyalty report
Let’s get personal – heartfelt stories straight from the source
Our research revealed that loyalty programs can help people be heroes to their children, spouse, family or friends.
“I was a struggling single mom and had to travel for work. Because of my membership in the airline’s loyalty program, I was able to use my miles to take my daughter on a vacation that I could have otherwise never afforded. A meaningful, memorable experience for us both!”
- Humanizing Loyalty Survey Respondent
Brands are working harder than ever to ensure their customers feel cared for through technological innovations, partnerships, experiences and more. Delta Air Lines isn’t just sending mobile push alerts to customers, they’re providing real-time communication and information to ensure a better travel experience. Delta has even tested sending digital hotel vouchers to passengers through their app when flights are cancelled.
Hilton Worldwide, an ICF Next client, is taking advantage of technological innovations with its Connected Room. Described as “the first truly mobile-centric hotel room,” the Connected Room builds upon Hilton Honors app’s existing capabilities to allow members to control all aspects of their room, from entertainment to lighting to room service. In today’s digital world, it is crucial that brands implement experiences like these to keep their customer feeling engaged, cared for and loyal.
The travel and hospitality brands winning at loyalty are the ones that demonstrate empathy by understanding their customers’ needs and creating experiences that make their lives easier (and maybe even a bit more enjoyable!).
To learn more about the six key drivers of emotional loyalty and why they are critical to creating an unbreakable bond with customers, check out our complete Humanizing Loyalty report.
- Travel and hospitality