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Customer loyalty
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Case Study
All Nippon Airways (ANA) offers a variety of co-branded credit cards and digital payment options to boost loyalty and customer engagement. However, limited advertising, strict eligibility requirements, and Japan-centric benefits restrict the appeal and accessibility of ANA’s financial services, especially for international customers and overseas Mileage Club members.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Japan Customer loyalty programs Airlines --Marketing Airlines Customer loyalty
- Resource Type:
- Case Study
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Case Study
Panda Hotel introduced long-stay packages and the iPanda loyalty program to attract local guests during the pandemic. However, with similar or lower-priced long-stay options and comparable loyalty benefits offered by nearby hotels, Panda Hotel faces strong competition and must further enhance its value proposition to stand out.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Hotels -- Marketing Customer loyalty Hospitality industry -- Marketing
- Resource Type:
- Case Study
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Case Study
Mandarin Oriental Hong Kong’s “Central” app is developed with exclusive dining offers, in-app reservations, and tiered membership benefits, distinguishing itself from standard hotel loyalty programs. While it enhances user experience and rewards, the app faces challenges in retaining affluent customers who seek more personalized, unique experiences beyond conventional loyalty incentives.
- Subjects:
- Hotel, Travel and Tourism and Food and Beverage
- Keywords:
- Customer loyalty Hospitality industry Customer loyalty programs
- Resource Type:
- Case Study
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Case Study
Marriott Bonvoy unified Marriott’s loyalty programs and introduced a self-check-in app to enhance guest experience and efficiency. The app allows flexible check-in times and supports upselling opportunities. However, integration with hotel systems and reduced personal interaction present challenges, particularly for guests less comfortable with technology and data security concerns.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Hotel management Hospitality industry -- Information technology Customer loyalty Customer loyalty programs
- Resource Type:
- Case Study
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Case Study
Diaoyutai MGM Hospitality launched the MGM Lion Club member reward program, a cross-industry collaboration between Diaoyutai State Guesthouse and MGM International Hotel Group. The program aims to provide unique high-end experiences and promote the merging of the two brands. The marketing strategy involved collaborating with large platforms, industry leaders, and business partners to expand reach and increase brand awareness. The outcomes were rapid membership growth, attraction of high-net-worth customers, and elevated brand awareness. Challenges include limited availability of Diaoyutai hotels to attract members and the need to focus on digital development for market expansion and word-of-mouth marketing.
- Subjects:
- Marketing and Hotel, Travel and Tourism
- Keywords:
- Hotels -- Marketing Customer loyalty programs Customer loyalty Hospitality industry -- Marketing
- Resource Type:
- Case Study
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Case Study
This case study discusses the "Marriott Bonvoy" loyalty program, which offers members unique travel experiences. It has become the world's most famous hotel loyalty program, with over 133 million members, and has transitioned from a loyalty program focused on enhancing member loyalty to a travel platform.
- Subjects:
- Hotel, Travel and Tourism and Marketing
- Keywords:
- Customer relations -- Management Hotels -- Marketing Hospitality industry -- Marketing Customer loyalty
- Resource Type:
- Case Study