Innervate for Travel
Delivering Customer-centric Experiences in the Travel and Hospitality Industry
1. Increase engagement with customer loyalty and rewards programs.
Cementing customer loyalty can have significant perks for both you and your customers. Delivering consistent and personalized experiences through rewards and loyalty programs can help you build relationships and encourage repeat business.
Here’s why this matters for travel:
Finding truly valuable, personalized, and dynamically engaging ways to interact with your customers instills a sense of appreciation in your customer base. It also incentivizes people to come back to your brand. Although managing truly custom loyalty benefits can be complex, experience orchestration at scale can allow companies to do just that without stressing their internal teams.
Actionable steps for boosting customer loyalty:
Use data insights to personalize loyalty rewards.
After activating your customer data, use what you’ve learned to build loyalty programs that speak to your customers’ unique preferences (or based on their travel patterns and past behavior).
Implement real-time engagement to drive satisfaction and return visits.
Need to ensure you’re engaging with customers at the right time with the right content? Use dynamic content orchestration to make it happen. Build personalized incentives or upgrades into your customer journey to enhance experiences and build customer loyalty.
2. Provide both dynamic offers and targeted content.
Dynamic offers allow you to get the right content—extremely targeted content—in front of a primed customer at a precisely timed moment. This can be a very powerful way to convert consumers in the travel industry.
Here’s why this matters for travel:
Today’s travelers expect timely and relevant offers that cater to what they need and want in specific moments. Generic promotions and irrelevant content won’t help them and could even turn them away. Instead, use dynamic content orchestration to deliver dynamic, personalized offers, and engagement.
Actionable steps for dynamic offers and targeted content:
Implement dynamic content strategies to tailor promotions and offers.
Leverage the customer data you have and the insights you’ve uncovered to release and adjust offers in real time. This will help you feel confident that your customers get only the most relevant, targeted promotions.
Use data to send your tailored promotions at just the right moment (every time).
With your activated customer data, you can learn from customer browsing and booking behaviors to send nearly prescient offers.
3. Capitalize on cross-selling and upselling opportunities.
Remember, it costs far more to acquire new customers than to nurture your existing customer base—which makes cementing loyalty and cross-selling or upselling to your current customers a necessity. Analyze your customers’ preferences, show them relevant offers (such as seat upgrades, additional services, or personalized recommendations), and never stop offering value!
Here’s why this matters for travel:
Offering services or promotions that align with customer preferences enhances their travel experiences. It also increases revenue! Identifying opportunities for cross-sells and upsells at key moments of your customer journey—and their actual journeys—can be a win-win.
Actionable steps for cross-selling and upselling:
Use Discovery AI to analyze customer preferences and identify opportunities for cross-sells or upsells.
Determine your travelers’ needs, and then use those insights to send them personalized offers at the right time.
Optimize personalized upgrade offers based on customer profiles and behavior.
Once you’ve decided how to deliver personalized upgrade offers, streamline the process of rolling them out with an easy-to-scale, plug-and-play dynamic content orchestration platform.
4. Prioritize localization and cultural sensitivity.
Laying the groundwork to address a diverse client base will get you far in the travel industry. Successful travel brands must offer culturally sensitive, localized services and content to serve travelers from different backgrounds and regions.
Here’s why this matters for travel:
Today’s travelers expect brands to understand their unique cultural preferences, from language to service expectations. Failing to offer localized content or culturally sensitive interactions can alienate customers and lead to missed opportunities.
Actionable steps for implementing localization and practicing cultural sensitivity:
Implement tools to localize content and offers based on regional audiences.
Tailor marketing messages, offers, and services to match the cultural and linguistic needs of customers in different regions.
Ensure culturally sensitive customer interactions across all touchpoints.
Implement dynamic content plans to manage and personalize interactions while respecting local customs and cultural nuances, enhancing the overall customer experience.
5. Ensure seamless, consistent customer journeys across all channels.
To create a frictionless experience for your travelers, your dynamic content must remain consistent across all touchpoints—whether they're booking flights, managing hotel reservations, or contacting customer service.
Here’s why this matters for travel:
With multiple touchpoints and channels involved, managing customer journeys in the travel industry can often become fragmented, leading to confusion and frustration. Streamlining customer journeys ensures that travelers can enjoy intuitive and connected interactions, no matter how they engage with your brand.
Actionable steps for creating consistent customer journeys:
Integrate customer data across platforms to give your teams a unified view of each traveler’s journey.
De-siloed data will help ensure consistency, reduce errors, and create a seamless customer experience across systems such as booking engines and service portals.
Unify omnichannel strategies across departments by fostering collaboration between marketing, creative, and operational teams.
This alignment will ensure that all customer-facing teams are on the same page and can deliver a coherent experience at every touchpoint.
Create an omnichannel strategy for seamless transitions.
Ensure customers can switch effortlessly between channels (e.g., from app to website) without losing continuity, increasing their trust and confidence in your brand.
6. Improve customer insights through data aggregation and AI.
Before releasing bespoke, high-quality dynamic experiences, you need to understand your customers’ preferences and behavior. Aggregating, activating, and analyzing your data can help you determine what drives engagement for your unique customer base.
Here’s why this matters for travel:
Travel companies tend to gather a considerable amount of customer data, but often struggle to use it strategically. Aggregating that data and using AI to learn from it (and automation to use it) can help you anticipate your customers’ needs and refine your marketing strategies.
Actionable steps for enhancing customer insights:
Implement AI tools to speed up data processing (and gain insights faster).
Leverage AI-powered tools and platforms to support your team by analyzing customer data in real time.
Use these insights to refine marketing strategies and anticipate customer needs.
After gleaning hyper-relevant customer data, leverage it! With that data, you can improve personalization, optimize offers, and tailor services to meet the specific needs of your unique customers.
7. Enhance operational efficiency with thoughtful automation.
No matter your niche within the travel industry, meeting customer needs is likely a wildly complicated logistical challenge. Automating typically high-touch processes can boost efficiency, reduce human error, and free up team time for more valuable work.
Here’s why this matters for travel:
Manual processes not only slow down operations but also delay getting new offers and personalized promotions to market—a critical issue in the fast-paced travel industry. Missed opportunities due to slow approvals, edits, or confusing internal workflows can lead to lost revenue and disengaged customers. Business process automation (BPA) allows travel companies to streamline internal workflows, ensuring new promotions and offers are launched swiftly and efficiently.
Actionable steps for automating your operations:
Use business process automation (BPA) to streamline workflows and approvals.
With BPA, your teams can automate internal processes such as campaign approvals, feedback loops, and content edits. This reduces delays, eliminates bottlenecks, and ensures that personalized offers and promotions reach the market faster while maintaining high accuracy and consistency.
Leverage automation to improve creative production and reduce manual work.
Streamline the production of customer communications and marketing materials by using automation to handle the heavy lifting of certain aspects of creative asset production (e.g., cropping images and personalizing headlines).