Moving to the World of Experiential Loyalty

In the last 18 months, we've watched most leading hospitality brands undergo major loyalty program evolutions.  

Consider the programmatic changes at IHG Rewards Club, or World of Hyatt, or the integration of Marriott Rewards/SPG/Ritz Carlton Rewards offering. All of these brands and many others are attempting to energize their programs to make their brands more relevant to their customers.  
 
Hospitality and travel have long been at the forefront of revolutionizing customer loyalty. However, measuring loyalty and managing relationships by customer transactions and then rewarding loyalty with transactional rewards leads to a purely transactional relationship. How do brands move beyond this to something emotional? 
 
It starts with delivering a personalized experience. Today, the industry continues to make strides in this area by providing frictionless experiences with cutting edge technologies, such as keyless entry, robots delivering room service, etc. While these new steps begin to shift members expectation for loyalty beyond just the transactional, is it enough? Should brands just stop there?   
 
We don't think so. There is more to unlock. Customers want (and expect) even more.


Our Hospitality Clients


Experience Matters

In our over 15 years of driving engagement between customers and hospitality brands, we understand what motivates long-term relationships, and the role that today's loyalty strategy play in supporting the connection. From our experience in the designing of Kimpton Karma and most recently, Mandarin Oriental's Fans of M.O., we want to share what we see as the next frontier in travel and hospitality customer first strategies.

Kimpton Hotels•Mandarin Oriental•NYLO•Leading Hotels of the World • AmericInn• Days Inns•IHG – InterContinental•Crowne Plaza•Red Lion•Virtuoso•Exclusive Resorts


Complete this short form to access thought leadership that will help address the following questions: 

How do we move from transactional to emotional? 

How does your brand become less reliant on financial drivers? 

What can we learn from the #1 disrupter – Amazon? 

 

WHITE PAPER

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"When Kimpton embarked upon our journey to innovate loyalty and CRM, rDialogue was the natural choice to partner with. Not only did they understand our business, but they also brought tremendous industry experience to the table. Rarely do I work with an agency who hold such deep expertise in in such a collaborative fashion; it was refreshing."

— Maggie Lang,Head of Guest Experience, Kimpton Hotels & Restaurants

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rDialogue was a great strategy partner as we developed and launched Fans of MO, especially as we considered how to keep the program on brand and relevant for our guests without being overly transactional.  They are not only thought-leading experts but also easy – and fun – to work with.…

— MOHG Testimonial

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Case Studies

 

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