What is a holistic loyalty approach?

A holistic loyalty program encompasses all aspects of our customer journey. It's not just selling flight tickets or booking hotel rooms; a comprehensive loyalty scheme should include all ancillary services — because they are post-pandemic keys to profitability.

Recent research indicates that successful customization of ancillaries leads to increased revenue and higher customer satisfaction, and improved overall business performance. Linking ancillary services to your loyalty program can increase customer satisfaction and drive more revenue.

One of the solutions is an omnichannel approach that allows businesses to set up promotional campaigns that work seamlessly across many different endpoints. This may include a booking platform with desktop, mobile, and app versions, as well as POS units in several different locations. In other words, you're always there for your customers, no matter how they wish to interact with you.

An omnichannel promotion strategy requires your digital systems to be flexible and scalable. Often when dealing with legacy, monolithic architecture, complex scalability is the real impediment to change. Research indicates there is a shift towards headless, composable microservices, which are flexible enough to adapt to any use case. By combining a number of 'best-in-class' services, you have access to a comprehensive suite of tools to provide a fantastic customer experience across multiple channels.

Learn more about a holistic approach to loyalty programs and creating an omnichannel promotion strategy. Read the white paper on loyalty in the travel and hospitality industry.