travel loyalty in a digital age
TRANSCRIPT
TRAVEL
FOR THE TRAVEL
DIGITAL AGELOYALTY IN A
10 KEY INSIGHTS
LOYALTY PROFESSIONAL
TRAVEL LOYALTY IN A DIGITAL AGE
OVER THE PAST DECADE OR SO WE HAVE WITNESSEDA DIGITAL TRANSFORMATION TAKE PLACE.
WITH NEW TECHNOLOGY HELPING TO SHIFTTHE DEMANDS OF THE MODERN-DAY CONSUMER,
THE MODERN DAY LOYALTY PROGRAMME MEMBER.AND OF COURSE,
A COLLINSON GROUP COMPANY1/15
TRAVEL LOYALTY IN A DIGITAL AGE
TO UNDERSTAND THIS MORE, WE SURVEYED 2,500 MEMBERS OF BOTH FINANCIAL AND TRAVEL LOYALTY PROGRAMMES.
United Kingdom
750
United States1,000
South-East Asia500
THE MIDDLE EAST
250
A COLLINSON GROUP COMPANY2/15
TRAVEL LOYALTY IN A DIGITAL AGE
AND WE'VE SHORTLISTEDTEN OF THE MOST INTERESTING
TRAVEL RELATED STATS AND FACTS...
A COLLINSON GROUP COMPANY3/15
TRAVEL LOYALTY IN A DIGITAL AGE
ENGAGE ONLINE
90%OF BOTH AIRLINE
AND HOTEL MEMBERS
...PREFERRING TO ENGAGE
1ONLINE IS STILL THEPREFERENCE, WITH...
THROUGH ONLINE CHANNELS.
A COLLINSON GROUP COMPANY4/15
TRAVEL LOYALTY IN A DIGITAL AGE
MORE ENGAGEMENT OPTIONS, PLEASE
2INTERESTINGLY THOUGH...
66% OF BOTH AIRLINE AND HOTEL
MEMBERS
POINTS BOTH ONLINE AND IN-STORE.
...THOUGHT THAT IT WAS “IMPORTANT” OR “VERY IMPORTANT”
FOR THEM TO BE ABLE TO UTILISE
A COLLINSON GROUP COMPANY5/15
TRAVEL LOYALTY IN A DIGITAL AGE
EMBRACE THE FUTURE
3OF NEW TECHNOLOGY
78% OF AIRLINE
AND
75% OF HOTELHOTEL
AIRLINE...PROGRAMME MEMBERS
BRANDS THAT ARE EARLY ADOPTERS TOLD US THEY PREFER
AND DIGITAL PLATFORMS.
A COLLINSON GROUP COMPANY6/15
TRAVEL LOYALTY IN A DIGITAL AGE
LOVE TO EARN
ON EVERYDAY SPEND, ACCORDING TO...
47% OF HOTEL LOYALTY
PROGRAMME MEMBERS
46% OF AIRLINE LOYALTY
PROGRAMME MEMBERS.
AND
4THE MOST VALUED FEATURE FORLOYALTY PROGRAMME MEMBERS
IS THE ABILITY TO EARN POINTS
A COLLINSON GROUP COMPANY7/15
TRAVEL LOYALTY IN A DIGITAL AGE
THE WRONG LIFESTYLE
WHEN ASKED IF THE REWARDS THEY 41% OF
AIRLINE LOYALTY PROGRAMME
MEMBERS
AND
LIFESTYLE AND HOBBIES, ONLY... RECEIVE ACCURATELY REFLECT THEIR
...SAID THEY DID.
545% OF
HOTEL LOYALTY PROGRAMME
MEMBERS
A COLLINSON GROUP COMPANY8/15
TRAVEL LOYALTY IN A DIGITAL AGE
MORE REWARDS PLEASE
MEMBERS ALSO REQUESTED MORE
AND70% OF AIRLINE MEMBERS
67% OF HOTEL MEMBERS
...WANTING A WIDER RANGEOF OFFERS AND REWARDS.
CHOICE IN THEIR PROGRAMMES, WITH... 6A COLLINSON GROUP COMPANY9/15
TRAVEL LOYALTY IN A DIGITAL AGE
DO I KNOW YOU?
MEMBERS WON’T DEAL WITH JUST ANYONE, WITH...
72% OF AIRLINE AND
HOTEL MEMBERS
...STATING THAT DATA SECURITY IMPACTSTHE BRANDS AND SERVICES THEY USE.
7A COLLINSON GROUP COMPANY10/15
TRAVEL LOYALTY IN A DIGITAL AGE
FORMING A SOCIAL CONNECTION
UAE
US
UAE
US
SEA
UK
SEA
UK
airlineloyalty programmes
hotel loyalty programmes
79%
35%
51%
16%
76%
36%
48%
17%
Social media offers huge potential for loyalty programme providers, however there is a stark contrast in ‘followers’
across social channels by region.
8Percentage of airline loyalty members who follow an airline loyalty programme on social media
Percentage of hotel loyalty members who follow a hotel loyalty programme on social media
A COLLINSON GROUP COMPANY11/15
TRAVEL LOYALTY IN A DIGITAL AGE
NOT SO SETTING THE TREND
THERE IS ROOM FOR MORE INNOVATION
41% OF AIRLINE
PROGRAMME MEMBERS
42% OF HOTEL
PROGRAMME MEMBERS
AND
...BELIEVE THE INDUSTRY
IN THE TRAVEL SECTOR AS A WHOLE AS JUST...
TO BE "TRENDSETTERS".
9A COLLINSON GROUP COMPANY12/15
TRAVEL LOYALTY IN A DIGITAL AGE
AND BURNING REALLY DOES DRIVE EARNING
67% OF AIRLINE MEMBERS
72% OF HOTEL MEMBERS
AND
...WHO REDEEMED THEIR POINTS/MILESON NON-CORE INVENTORY WENT ON TO BUY
CORE-INVENTORY PRODUCTS WITH THE SAME BRAND.
10A COLLINSON GROUP COMPANY13/15
TRAVEL LOYALTY IN A DIGITAL AGE
INTERESTED TO KNOW MORE?
Collinsonlatitude.com C_Latitude #DigitalLoyalty
More innovation, more connectivity, more choice: the demands of the modern-day
programme member
A COLLINSON GROUP COMPANY
COMMERCEIN A DIGITAL AGE
LOYALTY
IN A DIGITAL AGE EBOOK BELOW...AT OUR NEW LOYALTY COMMERCE
THEN PLEASE TAKE A LOOK
A COLLINSON GROUP COMPANY14/15
TRAVEL LOYALTY IN A DIGITAL AGE
More innovation, more connectivity, more choice: the demands of the modern-day
programme member
A COLLINSON GROUP COMPANY
COMMERCEIN A DIGITAL AGE
LOYALTY
INTERESTED TO KNOW MORE?
And if you’d like to talk directly with one of the team, please email us on:
Or, to share, please click on one of the links below:
Collinsonlatitude.com C_Latitude #DigitalLoyalty
A COLLINSON GROUP COMPANY15/15
TRAVEL LOYALTY IN A DIGITAL AGE