Moving on with personalization from lip service to reality
The travel industry has been talking about personalization for so long without doing much about it. It has become so much lip service, a philosophy every company swears allegiance to but one no one knows how to put into practice.
First, let’s define personalization.
Providing a personalized travel experience has historically meant recognizing VIP or repeat guests, honoring the entitlements of a frequent flier or frequent guest status, providing expedited car rental pickup, using the traveller’s name and other in-trip touches to make sure the experience was a “personal” one.
Today, personalization has taken on a much broader meaning, extending it from in-trip services to pre-trip targeted offers and advertising, and to post-trip reviews and offers to share. For the purposes of this post, let’s stick to non-advertising forms of personalization.
Read full story at: http://www.tnooz.com/article/moving-personalization-lip-service-reality/