In this episode of Brands That Travel, MMGY Global VP of Integrated Planning Lucas Cobb and SVP of Client Services Katie Briscoe sit down with two leaders in the hotel space to discuss the evolution of loyalty in the travel industry.
The first interview features Noah Brodsky, SVP of Worldwide Loyalty at Wyndham Hotel Group. Noah provides insight on the evolution of reward programs (0:37), the impact of OTA loyalty programs (1:48), how social media marketing plays a role in loyalty (4:16), personalization for the loyal customer (6:00), Wyndham Rewards’ strategy for economy brands and luxury brands (8:10), and his definition of “loyalty” (10:53).
The second interview features Josh Belkin, VP and GM of Hotels.com North America. Josh provides his view on what loyalty means to Hotels.com (11:50), the advantages of an OTA loyalty program (13:30), the relationship Hotels.com has with its brands (16:11), whether a membership-based loyalty program is viable in the travel industry (17:20), and personalization for the loyal customer (19:28).
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