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Expedia Partner Solutions and Points carried out a benchmarking survey to assess the state of customer loyalty in the travel industry.
But only half were actively improving product range and customer experience
believe improving the breadth of product and service offering is "effective" or "very effective" in promoting loyalty, but only...
said they were taking steps to improve their breadth of product and service offering.
"It’s one thing to get a piece of information that a traveler really likes a certain type of pillow, it’s another to make sure when they arrive that pillow is in their room."
- Stuart MacDonald, Vice President & General Manager, Points Travel