Keep your best guests coming back with timely cross-channel experiences that reflect their interests, booking behavior, and loyalty program activity.
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Today’s travelers want recognition, relevance, and rewards that match their travel habits and preferences. But for many travel and hospitality brands, their loyalty programs take a one-size-fits-all approach that feels disconnected from real-time booking data or guest engagement. Without recognizing individual behaviors or milestones, even top-tier members can lose interest, forget about their perks, and eventually disengage, leading to missed rebooking opportunities and revenue.
Drive repeat bookings and tier advancement with cross-channel campaigns that target inactive loyalty program members.
KPIs to track:
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:
Segment members by tier and send targeted offers that encourage their next booking and tier advancement.
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.
Celebrate special moments like a guest’s birthday, one-year anniversary in the program, or first international trip to build emotional connections with them.
Acknowledge non-transactional behaviors, like leaving a review or referring a friend, to show appreciation beyond reservations.
Exclude recently booked or recently rewarded members from promotional sends to prevent fatigue and keep opt-outs low.
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.
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.
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.
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.
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.
Stay relevant throughout the customer lifecycle with personalized, always-on journeys.
