In the competitive travel landscape, brands must do more than simply have a loyalty program. Standing out among so many options is one thing; sustaining that loyalty is another. According to Sarah Moore, SVP at Rocket Travel by Agoda, it requires a high degree of customization to make a difference in this industry. 

In a recent Skift article, Moore spoke on how it’s not just competition that’s increased; there has also been a notable shift toward leisure travel post-pandemic that has left loyalty programs needing to innovate to stay ahead.

Savvy brands are personalizing their reward programs to deliver more curated experiences to their customers. Here are some specific ways they are focusing on to make their offering resonate with customers, and realize their loyalty program's strategic goals, according to Moore: 
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• Personalizing the booking experience: “Hone in on what matters most to customers and curate their travel booking experience with relevant offers, like different tiering for various customer levels or distinct types of loyalty rewards, such as points, miles, cash back, or discounts.” 
• Prioritizing flexibility: “Many programs are focusing on flexibility, like making bookings made by points fully refundable, and providing unique experiences to keep customers engaged and excited.”
• Maximizing inventory: “One of the biggest advantages we have as the B2B arm of Agoda, and more broadly, as part of the largest travel company in the world, is our agnostic approach to inventory sources. We don't mind if our inventory comes from Booking.com, Agoda, Priceline, or other partners.”
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Explore what it takes for brands to customize their loyalty programs and how they can find the right partnership to stay ahead of the competition.

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