Reactivate guest loyalty with cross-channel campaigns
Keep your best guests coming back with timely cross-channel experiences that reflect their interests, booking behavior, and loyalty program activity.
Challenge
You don’t need to revamp your entire loyalty program to boost guest engagement and bookings. Start by analyzing behavioral data to uncover why frequent travelers stop engaging, searching for patterns in booking frequency, preferred communication channels, and offer responsiveness. A personalized approach to loyalty program campaigns can help re-engage inactive members and encourage progression to higher tiers. Here are some ways to strengthen guest loyalty and drive repeat bookings:
Goal
Drive repeat bookings and tier advancement with cross-channel campaigns that target inactive loyalty program members.
KPIs to track:
- Guest retention rate
- Repeat purchase rate
- Reward redemption rate
- Loyalty program engagement
- Average order value by loyalty tier
- Time between purchases
Best practices for loyalty program campaigns
You don’t need to revamp your entire loyalty program to boost guest engagement and bookings. Start by analyzing behavioral data to uncover why frequent travelers stop engaging, searching for patterns in booking frequency, preferred communication channels, and offer responsiveness. A personalized approach to loyalty program campaigns can help re-engage inactive members and encourage progression to higher tiers. Here are some ways to strengthen guest loyalty and drive repeat bookings:
Personalize messages based on loyalty tier
Segment members by tier and send targeted offers that encourage their next booking and tier advancement.
Send messages based on travel behavior
Use real-time guest activity, like a recent destination search or last stay, to trigger “Time to plan your next getaway” messages or personalized travel recommendations.
Recognize milestone
Celebrate special moments like a guest’s birthday, one-year anniversary in the program, or first international trip to build emotional connections with them.
Reward more than bookings
Acknowledge non-transactional behaviors, like leaving a review or referring a friend, to show appreciation beyond reservations.
Respect guests’ inboxes
Exclude recently booked or recently rewarded members from promotional sends to prevent fatigue and keep opt-outs low.
Put it into practice
Some gold-tier loyalty program members haven’t booked a trip in over 90 days, putting them at risk of churn.
Segment members by loyalty tier and booking recency (e.g., gold members with no stays in the past 90 days). Then, create a cross-channel “we miss you” campaign with targeted offers, like bonus points or seat upgrades, on each member’s preferred channel. This helps re-engage valuable customers with timely incentives and drive return visits.
Create a loyalty program campaign for inactive travelers with Acoustic Connect
Target disengaged loyalty program members
Find customers who haven’t booked in a while by using behavior-based segmentation to group your database by loyalty tier and recent travel activity, such as nights stayed or total spend over the last six months. These dynamics segments refresh automatically, making it easy to run recurring campaigns with these rules or reuse them for another campaign in the future.
Deliver seamless loyalty experiences across channels
Create a single message that works across every channel — email, SMS, WhatsApp, or mobile push. Use built-in channel prioritization to send your message to the right channel based on each member’s consent and preferences. Leverage generative AI to draft attention-grabbing subject lines and include dynamic content, such as tier level or region-specific deals, in your message to make it feel as personal as your guest’s next trip.
Trigger loyalty messages based on real-time behavior
Automate messages triggered by key moments: when a loyalty program member earns a new status, redeems a reward, or goes months without booking. With real-time triggers based on behavior tracking, you’ll reach travelers at the right stage in their journey, whether it’s a gentle reminder to revisit your website or a reward to make their next trip unforgettable.
Measure what keeps guests coming back
Track campaign results, from reward redemptions to bookings, with built-in customer loyalty analytics. Test timing, message content, and offers to see what drives engagement and use these insights to optimize your strategy over time.
Smarter engagement at every step
Stay relevant throughout the customer lifecycle with personalized, always-on journeys.