For the hotel and lodging industry, loyalty takes a backseat to price, according to Accenture Hospitality’s Global Consumer Pulse Research. The survey queried 12,867 customers in 32 different countries about the hotel and lodging industry.
The research found that 41 percent of customers find offers and deals as a top differentiator when choosing a hotel. These customers show the highest inclination to shop for better deals (45 percent) alongside retailing.
“There really seems to be a stagnation in the industry about the loyalty that customers feel to particular brands,” said Umar Riaz, the North American lead for Accenture’s Hospitality practice about these findings. “Even as customers think that companies in this industry offer differentiated products and services they still feel low levels of loyalty.” Read more
Published in: Travel Pulse