Traveler expectations are evolving, and travel companies are looking for ways to build meaningful customer relationships in an industry that remains largely transactional
Jan 14, 2025
At the New Customer Loyalty panel at The Phocuswright Conference in November, executives from AirAsia MOVE, Capital One, and Hilton discussed how loyalty goes beyond transactions to foster emotional and experiential connections.
Key takeaways
- Oral Muir, Hilton’s vice president of partnerships, experiences and distribution, described loyalty as a “reciprocal relationship” that develops over time. He emphasized the value of creating “emotional currency” through personalized service that makes travelers feel at home and inspires repeat visits with their families;
- The panel also emphasized understanding customer behavior and delivering value beyond transactional loyalty.
Watch the full video at PhocusWire
