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Hospitality

All focus now on loyalty

Accor CEO to revamp 'rather dismal' programme

Accor hospitality group has appointed Ogilvy as global marketing and advertising agency as it plans the launch of its new ALL loyalty programme. Accor announced in February that the focus for the 4,800 hotel, resort and residency group would move away from acquisitions to an internal focus on its offering to customers. CEO Sebastien Bazin has even admitted that its loyalty offering is “rather dismal."We … [Read more...] about All focus now on loyalty

Millennium Hotels simplifies loyalty offering

Focus on exclusivity and experiences

Millennium Hotels & Resorts has launched My Millennium Guest Reward Program with the intention of simplifying its loyalty offering. Describing the move as prioritising inclusivity, value, immediacy and access for guests, it will implement a single-tier membership that adds new member privileges that enable guests to redeem over a hundred rewards. These range from upgrades and hotel nights, to shopping … [Read more...] about Millennium Hotels simplifies loyalty offering

Chipotle launches rewards with Venmo

Integrated digital approach cuts order time by two thirds Chipotle, the US fast casual dining chain is rolling out a new loyalty programme working with mobile wallet Venmo to publicise its proposition. Highlighting its ability to cater for those on special diets – everyone joining the programme gets free fries and guacamole with their first order after signing up. Chipotle first began testing the program in Columbus, Kansas City and Phoenix last autumn and … [Read more...] about Chipotle launches rewards with Venmo

Discuss: Is it OK to award loyalty points to someone eating a competitive brand pizza?

Secondary question: Are they correct in their assumption this will create even greater customer loyalty to them? Domino's promoted a limited-time addition to its rewards program that kicked off the day before the US Super Bowl Sunday, one of the top five days of the year in the ever-competitive pizza industry. The leading pizza chain gave away points for any brand of pizza. Someone could even heat up frozen pizza and earn points. "We know consumers are incredibly … [Read more...] about Discuss: Is it OK to award loyalty points to someone eating a competitive brand pizza?

Direct booking better than OTA for loyalty

Revisited study confirms earlier findings Direct booking with hotel brands creates more customer loyalty than OTA booking.  This was confirmed when Kalibri revisited a study it carried out in 2017 which concluded that direct campaigns from hotel brands were more successful than OTA campaigns. “The Kalibri Labs Special Report, Book Direct Campaigns 2.0: The Costs and Benefits of Loyalty 2018, provides conclusive evidence that the loyalty member campaigns first … [Read more...] about Direct booking better than OTA for loyalty

Pizza Hut, Dominos, Subway, My Chili, Starbucks – and Nandos

Pizza Hut, Dominos, Subway, My Chili, Starbucks – and NandosWhat does it take to create must-have fast food loyalty ?What role does loyalty play in the fast food business and is it possible to persuade a customer to buy one type of pizza over another by rewarding them?The answer is probably yes if the number of fast food outlet loyalty programmes is anything to go by. And then there is the story of Nando’s High Five black card, but more of that later. … [Read more...] about Pizza Hut, Dominos, Subway, My Chili, Starbucks – and Nandos