Social Loyalty: Is the personalized engagement with your valued customer personal enough?

By Naveen Kapoor For decades, loyalty programs have formed the backbone of the brand marketing activities in airlines and hotels. With the end vision of identifying and retaining loyal customers, these programs have been successful in the past. But in today’s world, the term “loyalty program” seems to be ubiquitous with most of the airlines and hotels owning a loyalty program. With little differentiation among the various programs offered by different airlines and hotels, it seems loyalty has become more of a commodity. Companies have… Continue Reading →

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The WeChat M-commerce – Travel Opportunity or flight of fancy?

Of all the services travel industry avails to its consumers, its customer communication that is decisive in building and nurturing a valuable relationship. And there is hybrid opportunity opening up in m-commerce. In 2014, one-third of all m-commerce transactions were travel related. Mobile travel bookings are set to hit $39.5 billion in 2015. As devices and mobile apps continue to rise, there is one thing we cannot ignore – the connected consumers and their ability to leverage information, commerce and services at any instant. Of… Continue Reading →

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