Who Owns the Customer Relationship When the Booking Happens Inside the Feed
先了解这件事
As booking origins shift to social platforms and AI tools, hotels lose first-party data, and loyalty programs must adapt to remain relevant, or risk weakening customer relationships.
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- Hospitality TechnologyWho Owns the Customer Relationship When the Booking Happens Inside the Feed
TikTok GO launched in the US in May 2026, allowing users to book hotels, tours, and experiences directly within the app, with partners including Booking.com, Expedia, Trip.com, and others. This shifts where hotel bookings begin, as travelers no longer need to leave the app. AI tools like ChatGPT and Google Gemini are also becoming entry points for travel planning and booking. This results in hotels losing first-party data, challenging loyalty programs. The article suggests hotels capture data at owned touchpoints and ensure loyalty value is clear within platforms.