Loyalty Programs in Travel and Hospitality Sector and Key Role of E-CRM

The travel sector offers quite a few loyalty programs – some of which are quite well-known, and successful as well. Within this sector, the sub-vertical that definitively takes the lead in loyalty program adoption and innovation is the Airlines sector.

Airlines were among the first businesses to introduce loyalty programs to their customers. Frequent-flyer programs date back to early 1980s when American Airlines started the now iconic American Advantage (AAdvantage) program. Through the Sabre computer reservations system, American Airlines had amassed a database of around 150,000 of its best customers.

SOME THE INDUSTRY’S BEST CONTEMPORARY LOYALTY PROGRAMS

The Star Alliance Network is a partnership where frequent flyers can accumulate and redeem miles on the following airlines: United Airlines; Lufthansa; Air Canada; SAS; British Midland; Varig; ANA; Singapore Airlines; Austrian Airlines; Thai Airways; Air New Zealand; and Mexicana.

VARIG’s Smiles Program is the most popular frequent flyer loyalty program in Latin America. With Smiles, passengers can earn miles on every VARIG flight, as well as regional, domestic and international flights on Rio Sul, Nordeste, Pluna, South African Airways, Spanair, Alitalia and participating airlines of the Star Alliance. Miles earned can be exchanged for free tickets, upgrades and other benefits.

US Airways offers its members greater privileges through additional offers by its Dividend Miles program on travel on US Airways and its partners. The features differ for its three membership types – Silver Preferred, Gold Preferred and Chairman’s Preferred.

SECTION TWO: HOSPITALITY LOYALTY
INTRODUCTION

In the days of inception, the hospitality industry offered loyalty programs together with the travel industry. With time, as the airlines stated their own Frequent Flier Programs, the hospitality industry launched independent frequent guest programs as well. Holiday Inn was amongst the first to launch its own loyalty program, in January 1983 followed by Marriott with its Honored Guest Awards program in the same year.

SOME THE INDUSTRY’S BEST CONTEMPORARY LOYALTY PROGRAMS

The recent launch of “Any hotel, Any where” card by the InterContinental Hotels Group (IHG), the world’s largest and most global hotel company, is one of the best initiatives in the context of new age loyalty programs in the hospitality industry. IHG has recently added a new feature to its customer loyalty program: Priority Club Rewards.

Starwood Preferred Guest is another of the best loyalty programs in the Industry. The program made headlines when it launched in 1999 with a breakthrough policy of no blackout dates and no capacity controls, meaning members can redeem free nights anytime, anywhere.

Park Hospitality, part of Minneapolis-based Carlson Hospitality Worldwide, consists of Park Plaza and Park Inn hotels in North America. The hospitality group primarily offers services to a range of guests in suburban and leisure destinations. Park Rewards, part of the Gold Points Rewards guest loyalty program, is based on a point system awarding 10 points for each U.S. dollar spent on accommodations at Park Plaza and Park Inn hotels in North America.

Radisson Hotels and Resorts’ channel-based Relationship Building Loyalty Program, called ‘Look To Book’, has been very successful as well. Radisson is the only hotel company to offer a patented on-line loyalty program for travel agents, which allows them to automatically earn points towards valuable merchandise and incentive awards in return for booking Radisson hotels.

Hyatt offers a global loyalty program – Hyatt Gold Passport. Hyatt Gold passport offers features like earning points towards free nights with no blackout dates, selecting in-hotel services and special offers, beginning with the very first stay. The benefits offered are based on the type of membership the guest holds. The three memberships offered by Hyatt Gold Passport are Gold, Platinum and Silver, based on the frequency/ number of visits.

Hospitality industry in developing economies such as in India are not left behind either The Welcom Award program recognises the needs of a business traveller and through its strategic alliances with travel partners, endeavors to build rewarding relationships.

SECTION THREE: COMMON PROBLEMS WITH LOYALTY PROGRAMS, AND THEIR MITIGATION BEST-PRACTICES

While the consumer awareness of loyalty programs as well as the business priority accorded to them are both growing in tandem, the effectiveness of such programs, and the consequent ROI that a business generates out of them continue to be significant challenges. Here below are a few key areas that deserve focused attention of enterprises that are implementing or running such programs:

“7 out of 10 loyalty card owners own more than one loyalty card,” avers a recent Frost & Sullivan research. The problem out of this rampant loyalty card and loyalty program proliferation, researchers say, is that surprisingly few consumers know which hotels are covered by their frequent-stay cards, thereby missing out on earning hundreds, even thousands, of points. Blame it on poor communication by the companies or the sheer numbers of brands, say the experts.

Traditionally, customer relationship management focus in hospitality has always began and ended in one phrase: “customer satisfaction.” The presumption is very simple: Customers will appreciate good service so much that they would not go to your competitor. In other words: Customer satisfaction plus quality of services equals customer loyalty.

The truth is that customer satisfaction does not always equal customer loyalty.

Research shows:
• 40% of satisfied customers switch hotels without hesitation (Forum Corp.)
• 65% to 85% of customers who choose a new hotel claim to be satisfied and very satisfied with the
former one (Harvard Business Review)
• 85% of customers claim to be satisfied, yet willing to switch to other hotels (University of Texas).

These are compelling numbers, clearly indicating that even for the best-of-class service provider hotels there is a crying need for focused and ongoing relationship building and relationship deepening exercises with their key clientele.

Electronic customer relationship management (e-CRM), in the context of the exploding Internet distribution and marketing in hospitality, is a business strategy supported by Web technologies allowing hoteliers to engage customers in strong, personalized and mutually beneficial interactive relationships, increase conversions and sell more efficiently.

This means that almost every time an Internet user lands on a hotel Web site a branding interaction occurs, thereby creating either an opportunity, or a threat, for the hotel. This branding interaction can be positive (brandbuilding) or negative (brand-eroding).

A. Customer Knowledge

Knowing your Web site visitors is an extremely important consideration when conceptualizing and designing your hotel Web site and your e-CRM strategy.

The 2004 RUSH Report shows:

• 56% of all visitors on hotel branded Web sites are leisure travelers and 32% are business travelers. Approximately 3% of hotel Web site visitors are involved in meeting or event planning.
• 34% of all visitors on hotel branded Web sites seek information about the hotel, while 30% of the visitors come to make or change a reservation.
• Business travelers look for directions and high speed Internet.
• Meeting planners look for function room floor plans and capacity charts.

The benefits:
• Identifies your most valuable customers with best lifetime value perspective (20:80 principle)
• Allows guest-centric data mining: Guest history, guest profiles, past bookings, preferences, etc.
• Enables informed decisions in real time
• Allows fast response times
• Offers real-time guest lifetime value
• Delivers business insight to executives, marketers, sales

B. Personalization
Personalizing the customer experience on the hotel Web site is a powerful conversion and retention tool. Customizing your interaction with your most valuable customers (those 20% who generate 80% of your business) will provide significant long-term rewards.
Personalization at the property level should start by:
• Identifying all “electronic touch points” with your customers (hotel guests, meeting planners, travel professionals, etc.) and creating an action plan.
• Personalize all electronic communications with your customers. Adopt a policy on how to address your guests via e-mail (first name only, Mr./Mrs. plus last name, etc.).

C. Customer Support

It is important to understand that customer service is only one aspect of e-CRM and is primarily a reactive function aiming to improve performance and efficiency, while e-CRM as a whole is a proactive long-term strategy.

Customer support in the Internet age relies on a wide range of tools and techniques. Here are some to consider:
• Web Self-Service Tools: Intelligent service channel management and natural language search engines; directing customer requests to most appropriate support information and services; FAQs; “Ask the experts” self-service chat rooms; interactive maps, directions and business locators.
• Live Service Tools: Push-to-talk functionality and real-time interaction with live agent; instant messaging and chat-room type assistance; Voice-over-Internet Protocols applications; and automation to pre-screen live support (selective approach).
• E-Mail Service Tools: Inbound e-mail management; and automated e-mail response systems capable of automating 80%-90% of e-mail volume with 98% accuracy, dramatically improving service and reducing support staff by up to 40%.

Healthy Food Tips To Lose Weight

Need Discipline To Reach Goal

Have you ever set a fitness goal but just can’t seem to achieve it? Have you ever created a detailed and strict schedule for your healthy food tips to lose weight? but when it really comes down to execution, you don’t have enough discipline to follow? If your answer is yes to any of these two questions, this article would be worth your time taking to read, of course, if you plan to achieve your goals, and be able to eat ANYTHING you want.

First, we need to answer some important questions, not to me, not to anyone else, but to yourself. Why do you want to keep fit? What do you wish to achieve by keeping fit? Are you worried about your physique because you feel insecure of not getting enough attention from the crowd? Or do you want to be healthy so that you can eventually see your grand kids grow up and be able to do fun activities/spend quality time with them? Or do you wish to reduce the risk of ending up in the hospital bed, in pain?

For the healthy food tips to lose weight, most people have at least one of these 3 main reasons to stay healthy. But let’s face it, we want to be in a good spot for ALL of those reasons. Because if we can, why not?

Eating Healthy Food Tips To Lose Weight

I am going to share with you a secret of how I did it. And you will probably think: “This is so simple, I can’t believe I have not done so.”

There are so many theories on eating healthy food tips to lose weight, it even comes down to you segregating recipes for healthy food, and unhealthy food. Also which exercise regimes to follow, and who or how you want to look like, etc. The key is to keep it simple, and tailored to yourself. Because you are the best at being you. Forget about everything you have seen in the media and do this for yourself.

Natural Food

Basically, a clean food, is a healthy food, it is what your body only wants and NEEDS. What is clean food? Most of the food we eat on a daily basis has been “polluted” with the way it’s been farmed (like pesticides), different kinds of sauces to make it taste “better” (like MSG and factory manufactured sauces), not to mention the oil that’s been used. Go NATURAL. I repeat, NATURAL.

Healthy Food Tips

If you decide to indulge yourself with a piece of cake and think “I can’t afford the calories”, you need to change that mindset ASAP. What kills you is not the piece of cake, but the ingredients used in it. A cookie made with margarine, branded and manufactured chocolates, and white sugar, we all would agree, is a Pandora’s box of calories. But what about a cookie made of butter with less fat, chocolate chips made with real cacao powder (made of at least 50%-70% cacao), and palm sugar? Granted there will be calories, but they are good nutrients that your body wants.

When comes to healthy food tips to lose weight, I always do some research on the food I eat before I even think about putting it in my mouth. Spend some time educating yourself on the different benefits of not just a dish, but down to the natural, real ingredients.

Is it worth it, you might ask? The question is, do YOU think YOU are worth the effort? In the end of the day, you are the most important person to yourself and no amount of work done for yourself can be too much. Food makes up 80% of your shape, exercise only contributes to 20%. Do the math, I’m sure you can. See? I promised it is going to be very simple. And it WORKS. Try it for 2 months and I guarantee that you will see results.

I like to write about subjects that I am interested in. The purpose of my site is to share invaluable information on fat-loss so that you as the reader can benefit from it. I hope that you enjoy the information that I provide. Sign Up and Download FREE eBook Healthy Snack Meals & Recipes In 30 Minutes or Less.

Alcohol and Drugs Cause Extremely Painful Death

The longer one lives, the more adept one becomes at reading the signs. My experience of dying and reincarnation is insight into the role of death and how everyone has returned as we are in the last days. The great population explosion is the result. Many come back to what they knew in their last life and that leads to addictions and a repeat of the same behaviour. Over the years of watching the number of things that cause death has grown and the pain of dying increased as evil is protected.

In these latter years there are far more things to cause addiction than ever. In my young days the war had handicapped the economy and the loss of men required to service industry was great. There were no luxury items available and alcohol and drugs were practically unknown in communities where such would not have been tolerated.

As the populations recovered, however, things took a different turn. A new industrial revolution began with food and alcohol leading the way. These were the chief money cows of the economy until fashion and other things came to the fore. Hollywood showed their audiences how good life can be with addiction to wealth and the use of drugs.

The economy is thriving and the greatest income is made from drugs and fashion. It is now the ‘norm’ for tattoos, body piercings, hard drugs, and other things to be a part of one’s social life. All of these things make cancer and other scenarios possible.

Parties with drugs and alcohol involved often result in brawls, stabbings, and murder. There have been many violent incidences recently in Australia where uninvited guests ordered to leave parties have turned violent. They have killed for the sake of a few free drinks and are now in jail.

There is another more insidious death awaiting users of alcohol and drugs. It has to do with cancer, loss of brain function, or other things like homelessness, inability to work, and rejection by family and society. There are no answers to these problems because what they do is legal and the system is built for making money and putting lives at risk.

Individuals cannot wake up who are constantly seeking more alcohol or drugs to feed their addiction. They are like fish caught on hooks being gathered to another feast of the same. Their ultimate death is often excruciating and lonely and all because of money.

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