Consumer loyalty trends in the travel and hospitality industry

A look into consumer loyalty with Marriott

As the VP of Loyalty Operations and Customer Experience Strategy at Marriott International, Nikhil Takalkar has witnessed and contributed to the evolution of loyalty programs in the travel and hospitality industry over the last decade. He joins this episode alongside Ramya Murali, co-leader of Deloitte Consulting LLP’s Loyalty offering, to discuss the major changes they’ve seen and where they think loyalty strategy is going next.

Delivering on program promise consistently is just table stakes…Loyalty programs are no longer about earning and redeeming, but it’s also about how well you know me as a consumer, i.e., personalization.

— Nikhil Takalkar, VP of Loyalty Operations and Customer Experience Strategy at Marriott International

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Our consumer podcast, That Makes Cents, dives into what consumers are thinking, feeling, and buying right now. Host and Deloitte leader Bobby Stephens talks with industry leaders to help you navigate the evolving consumer industry and prepare for what’s next.

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