Are travelers getting stingier with their loyalty?
Are travelers getting stingier with their loyalty? Yes, according to a new survey by Deloitte.
It may be more challenging for service providers to foster loyalty in the future, if these results are indicative of a new trend. Have we now gone full circle?
Just 8% of travelers surveyed in October by the professional services firm say they're loyal to the same hotel brand. Only 14% say they're loyal to the same airline.
The findings don't bode well for hotels and airlines going forward. It seems that price, comfort and service are the driving decisions - more than loyalty programs, according the the survey.
Customers now often complain that it's not easy to accrue or redeem miles and points, or to achieve elite status. It's interesting that the survey found that many consumers said they consider grocery store loyally programs more rewarding than those run by hotels and airlines. Hmm, now that I think of it………I do use my Kroger card every week.
Travelers get stingier with their loyalty
Deloitte | A restoration in loyalty | Travel, hospitality and leisure | Loyalty programs | customer loyalty | Travelers