Customer Engagement Trends and Strategies for Travel and Hospitality Brands
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Getting started with engaging new and returning travelers
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3 successful brands stories
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Go-to customer engagement strategies for travel and hospitality brands
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Improving customer experience using insights-led engagement
How Oyo Uses Personalization to Get More Bookings
OYO has a highly fragmented customer base that is accustomed to omnichannel customer journeys. To drive more reservations, ensuring an impeccable experience across multiple touchpoints is non-negotiable. Thus, OYO reimagined its customer engagement strategy by adding the holiday flavor, suggesting a relaxing weekend, family getaways, and pet-friendly stays. OYO leveraged personalization and omnichannel campaign engagement to drive more bookings.
Next Steps for Travel and Hospitality Brands
Creating hyper-personalized micro-moments at every customer touchpoint is the way forward for consumer brands. Knowing what communication channels work for different goals is the first step in understanding your customers’ preferences using an insights-led engagement platform. After understanding these preferences, learn how to create memorable moments on each channel.
Customer Segmentation
Segment customers based on their browsing or search behavior and run advertisements on Social Media platforms to share personalized travel and stay informed with your customers.
Omnichannel Engagement
Create an omnichannel journey that covers multiple touchpoints with your customers. If a customer has yet to interact with your advertisements, you can send them an email reminding them about the trip they were planning.
Insights-driven Approach
An insights-led customer engagement approach will help you decode why travelers behave the way they do online, such as what makes them complete a purchase or what makes them abandon their cart.
Read the e-book to discover how 3 global travel and hospitality brands engage and retain customers.
Download NowFrequently Asked Questions
How do you engage travelers?
Engaging travelers starts with understanding their requirements, likes, and dislikes. Based on their journey, you can create custom segments, send personalized communication, offer in-app discounts for card abandonment, etc. Organizing contests and giveaways, educating them about loyalty programs, sending updates via newsletter, sharing feedback surveys, and sending communication on their special occasion enables travelers to stay engaged with your brand.
How do you build customer loyalty in the hospitality industry?
Building customer loyalty begins with a great customer experience. To ensure you don’t have unhappy customers, it’s critical to understand what they want across multiple touchpoints. An insights-led customer engagement platform helps you analyze the customer journeys, which further assists in offering 1:1 personalization. Customers like consistency in communication at a preferred time via preferred channel of communication. Once you’ve understood their likes and dislikes, you can offer hyper-personalized offers and deals to ensure they keep coming back.
What techniques can be used to retain customers?
You can retain customers by creating an impeccable onboarding experience that is personalized as per the customers’ needs. This is followed by consistently engaging them at every touchpoint. To make them feel heard, you can send feedback surveys to improve their experience. Having a customer advocacy program, offering buy now pay later option, offering last minute changes, and having 24×7 support team for query handling are some of the means that builds customers’ trust in your brand, thus helping in retaining them in the long-term.
