Travel is seen as having the least tailored customer experiences of the three verticals explored (retail, banking and travel).
With the future of consumer travel spending forecasted to reach 1.26 trillion U.S. dollars by 2022, brands looking to compete for a piece of that pie need to provide better, more bespoke experiences. A new research study by Resulticks, a leading omnichannel marketing automation platform provider, found that consumers care about brands that get personalization right. However, in the survey of over 1000 US respondents, the report found that this is still sorely lacking in the hospitality industry.
- Travel is seen as having the least tailored customer experiences of the three verticals explored (retail, banking and travel)
- As a result, only one-in-four (23%) indicate they are extremely or very loyal to a specific brand or family of hotels.
- One-third (30%) expressed interest in a more personalized travel experience
As customer experience becomes increasingly important to consumers and the competition for these customers intensifies, brands who successfully deliver on personalization and customer experience will emerge as the leaders of their industries.
Tatiana is the news coordinator for TravelDailyNews Media Network (traveldailynews.gr, traveldailynews.com and traveldailynews.asia). Her role includes monitoring the hundreds of news sources of TravelDailyNews Media Network and skimming the most important according to our strategy.
She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.