CHR/PIHE: What Keeps Us Coming Back – How to Build Consumer Loyalty

Event Overview

Thanks to evolving customer needs and expectations, loyalty programs in the hospitality sector have come a long way from the “earn-and-burn” points-based loyalty programs and the lower-funnel transactional focus. The current pandemic has also accelerated the emergence of new opportunities to create a broader ecosystem of benefits and partnerships that can be part of customers’ day-to-day lives beyond travel and stay.

This webinar will take a deeper look at emerging customer loyalty trends and modernizations occurring in the hospitality and travel sectors. Four innovators at the forefront of customer loyalty will discuss challenges and opportunities, spotlight consumer psychology and data/personalization as the main drivers of change, and provide diverse perspectives on and approaches to building loyalty.

This event is brought to you by the Cornell School of Hotel Administration’s Center for Hospitality Research and the Leland C. and Mary M. Pillsbury Institute for Hospitality Entrepreneurship.