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A Restoration in Hotel Loyalty

Developing a blueprint for reinventing loyalty programs

This survey of over 4,000 travelers provides surprising insights into hotel guests’ travel behaviors, attitudes, and engagement preferences.

Lack of brand affinity exists among all hotel travelers – even high frequency travelers 

In October 2012, Deloitte’s Travel, Hospitality, and Leisure practice engaged in extensive consumer loyalty research, surveying over 4,000 travelers and conducting two in-depth focus groups with frequent business and leisure travelers. This research has given us deep insights into hotel guests’ travel behaviors, attitudes, and engagement preferences. 

A Restoration in Hotel Loyalty: Developing a blueprint for reinventing loyalty programs
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