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#客户忠诚度

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Sep 25Fri
  1. Skift Feed

    Chenault on Travel Membership and AI-Driven Integration

    At Skift Global Forum, Kenneth Chenault, Chairman & Managing Director of General Catalyst, shared lessons from transforming the Amex Platinum card: build on experiences across the full hospitality journey and segment by services and needs. Amex targeted customers in their late 20s and early 30s, and within two years roughly 35% of new Platinum customers were 35 or under. He stressed that strong brands balance rational and emotional values. Long Lake, backed by General Catalyst, used a proprietary AI platform called Nexus to lift revenue growth from 5% to 15-20%; its first acquisition took six months to integrate, while the fifth took three weeks. That model is now being tested at scale with…

  2. Skift Feed

    Capital One Travel Positions as a Travel Platform; Over 70% of Customers Seek Live Experiences

    In a Skift Global Forum decision brief, Capital One Travel SVP Sarah Moore said Capital One is positioning itself as a travel platform, not just a credit card company. She said launching Capital One Travel in 2021, later than many competitors, allowed it to study the market, understand modern travelers and build technology-first. As a bank, Capital One can use customer information and transaction data for contextual personalization. Moore said more than 70% of Capital One customers look at some kind of event or live experience when they travel, citing partnerships with MLB, touring artists and José Andrés. She also said a dedicated travel app launched in the past year has been heavily utili…

Sep 24Thu
  1. Hospitality Technology

    Survey: 94% of Consumers Say Technology Influences Their QSR Choice

    Canopy's 2026 Restaurant Tech Report, based on a national survey of 1,007 U.S. adults, finds 94% of consumers now factor technology into where they dine, up sharply from 80% in 2025. More than a third (37%) abandoned an order entirely due to malfunctioning technology, and 29% changed their ordering method, switched to a competitor, or walked out when confronted with an unexpected digital tip prompt. McDonald's was named the top QSR tech experience provider for a second consecutive year (34%), with Chick-fil-A and Taco Bell rounding out the top three. Only 20% of kiosk users said self-service kiosks work seamlessly every time, unchanged from 2025; consumer exposure to AI drive-thru voice ord…

Sep 17Thu
  1. Hospitality Technology

    Simpli.fi Study: Shake Shack Leads Burger QSR Loyalty

    Simpli.fi released "Whose Cheeseburger Is It?", the debut report in its Loyalty in the Real World series, analyzing billions of anonymized mobile movement and digital intent signals across the top 20 U.S. burger QSR chains over eight weeks to separate "loyalists" (single-chain visitors) from "samplers" (two or more chains). Shake Shack posted a 99% loyalty rate, with Wendy's, Smashburger, Sonic and Steak 'n Shake rounding out the top five. While 61% of burger QSR visitors stick to one brand, 39% are samplers; McDonald's recorded 60% loyalty but the largest customer overlap across every chain, making it the primary target for switcher campaigns.

Sep 4Fri
Aug 24Mon
  1. Hotel Dive Feed

    Hotels Optimize Post-Booking Experience to Capture High-Intent Moments

    Hotels have mastered booking conversion, but the post-booking confirmation experience is often under-optimized. The article argues that post-booking is a key moment to understand traveler needs, using booking data to offer relevant recommendations like transportation, dining, experiences. However, too many offers can backfire; relevance and timing must be tested. Measuring incrementality requires experiments and control groups. Hotels should apply ecommerce discipline to the post-booking journey, making better decisions about what deserves attention.