What needed to change
An international hospitality company knew its loyalty program was not creating real preference and asked Schieber Research to rethink the opportunity.
Loyalty in Hospitality
Moving beyond points to understand the emotional and functional reasons guests choose to return.
How we found the answer
- Combined consumer, innovation and segmentation analysis.
- Mapped competitive programs and best-in-class loyalty practices across industries.
- Identified the moments where recognition, ease and emotional value could change repeat behavior.
Research with somewhere to go
The work clarified the priority guest segments and the experience levers needed to turn a stay into preference—and preference into repeat behavior.