Goals & Challenges
The goal was to conduct a thorough competitive analysis of loyalty programs within the travel industry to inform the development of an effective customer retention strategy. This involved researching a wide range of travel sectors, including airlines, hotels, cruise lines, and tour operators, to identify successful program elements and potential areas for innovation. The challenge was to synthesize a large volume of data into actionable insights and present them in a clear and compelling manner.
My Role
My role was to conduct comprehensive research and analysis of travel loyalty programs and present findings in a structured format. This included:
- Research & Data Gathering:
- Investigated loyalty programs across airlines, hotels, cruise lines, and tour operators.
- Collected detailed information on program structures, benefits, and rewards.
- Data Synthesis & Analysis:
- Categorized and synthesized data to identify key trends and patterns.
- Developed comparative analyses of different program types.
- Created bar graphs to visualize the prevalence of different types of perks.
- Presentation Development:
- Created a 74-slide presentation summarizing findings and insights.
- Visualized data to enhance understanding and communication.
Execution
I delivered a comprehensive Google Slides presentation to the senior leadership team. This presentation showcased a breakdown of various programs including loyalty, retention, and referral programs across different travel sectors, including airlines, cruise lines, hotels, and other tour operators.
Results
While the company ultimately decided to prioritize internal system improvements before implementing a new loyalty program, this comprehensive analysis provided valuable insights into industry best practices. The detailed presentation served as a resource for future strategic planning and demonstrated the importance of data-driven decision-making. The research also revealed the prevalence of alternative saving programs, such as referral programs, that could be implemented in the interim.