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%.

Understanding Occupational Therapy

Much of what we know about proper practices and methodology in the world of occupational therapy is advanced by the American Occupational Therapy Association (AOTA). AOTA establishes the guidelines for practitioners in the United States. It publishes these guidelines, as well as general information about the practice, in their publication “Framework: Domain and Process.”

The most recent edition, the third edition, was released in 2008. The Framework is a guide for practitioners to assess patients’ needs and help them find better solutions to achieving their goals. It provides the structure for this assessment in three basic steps: Evaluation, Intervention, and Targeting of Outcomes.

Understanding the Framework will allow you to get the most out of your relationship with your medical professional and your treatment. By equipping yourself within the Framework, you can better achieve your goals.

Evaluation

Evaluation is the first part of the discovery process. On paper, the evaluation portion consists of finding out what a patient has done and is able to do. Your practitioner will want to find out what sorts of jobs you’ve held in the past, how you were able to perform those jobs, and whether or not your environment, coworkers, own work ethics, or outside factors contributed to your success or failure at that job. Your doctor might speak to you, people you’ve worked with, or family members to get a clearer picture of what is going to be suitable for you as a worker.

Intervention

According to the AOTA’s Framework, intervention is a collaborative process. After the interviews, you and your practitioner will work together to devise a plan that utilizes your personal strengths in the job market. Part of this plan is finding a compromise between your personal goals and the practical applications of this plan.

Intervention is an attempt to change some habit or action that previously kept you from success. Identifying unwanted or non-vital habits and replacing them with more desirable habits in a safe environment with lots of outside support helps increase the chances that these habits will be maintained as you move into the workforce.

Targeting of Outcomes

Occupational therapy acknowledges that adjusting to the workforce is an ongoing process. It might take multiple plans, or multiple attempts, before the original goals of the practitioner and client are met. This section of the Framework is meant to allow the doctor and patient to modify their approach and change any aspects of the evaluation or intervention plan.

For some people, occupational therapy is a single interaction between client and practitioner that creates a habit. For others, it is the beginning of a lifelong process, with doctor and patient constantly working in tandem to achieve ever-changing goals. In either situation, the hard work of both the specialist and patient leads to success. An understanding of this relationship can help navigate the varied decision-making involved in the day-to-day practice of occupational therapy. The Framework highlights the value of this relationship and can be a useful tool.

5 Tips On How A Woman Can Lose Weight

Women are always conscious of their health and fitness. They always desire to look slim and trim. If any woman gains extra weight, she looks for a quick solution to it too, by losing the weight quickly. There are numerous ways to do so, but some of the quick weight loss tips are as follows:

TIP 1: Take low-carb diets

Carbohydrate foods are rich in the calories, but at the same time they have to be taken in low quantities. The major advantage of eating low-carbohydrate foods is that they compel you to eat less. Without keeping an eye on the amount of calories they are consuming, the weight conscious people love taking the foods with lesser carbs and few carbs. If sugars and starches are consumed in greater amount they stimulate the hunger pangs. Hence, if carbohydrates are reduced in the food the appetite is likely to decrease also.

TIP 2: Drink enough water

Water is great for metabolic activities. Adding more water to your menu will reduce the hunger pangs. Taking water in the morning is the first step to do so. Water gives a feeling of being full, thus the food intake also cuts down. The final aftermath is the loss of weight. Water is a zero calorie food ingredient. It can flush out the excess weight. An addition of lemon wedges and mint can add refreshing flavors to your drink.

TIP 3: Go for Cardio

A thirty minute session that can speed up your heartbeat will burn out your extra calories. Any such work out will help take away the extra calories from your body. Thus, it becomes a great way of staying fit and slim. Any session of cardio on a regular basis is a great help for the weight conscious ladies.

TIP 4: Add more minutes to your bedtime

Although it seems strange, but still a few more hours of a happy sleep will stimulate your metabolic rate and help you shed off your weight quickly. No matter how long you sleep, just add half an hour to your bedtime and you will feel recharged. It will add to your muscular strength, keeping you healthy and active.

TIP 5: Start enjoying the proteins

There is no blinking of the fact that proteins are a great source of energy. If you are looking for quick weight loss, then the best option is to give up the carbs and start taking the proteins in the form of meat, eggs and fish. It is a good alternative to the carbohydrate foods. It gives a feeling of fullness that keeps you away from the extra food intake. A combo of protein source, a fat source and a low-carb vegetable can be great for reducing the weight quickly.

So, if you are a health loving, lady of style, the best way to get rid of the extra weight on your body is to follow these easy tips and get a healthy lifestyle. There is no need to go for a crash diet, but instead opt for healthy lifestyle.

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