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CHR INSIGHTS
What Keeps Us Coming Back: How to Build Customer Loyalty
 
By Amy Wang '24

"When making purchases, almost everyone has experienced being offered special programs for which they can sign up. Promising future discounts and rewards in exchange for loyalty, these programs are by now nearly ubiquitous. But what happens to customer loyalty in the midst of a pandemic?"

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INDUSTRY INSIGHTS
Return to a world transformed: How the pandemic is reshaping corporate travel

By Peter Caputo, Anthony J. Jackson, Ramya Murali, Maggie Rauch, & Bryan Terry

"When making purchases, almost everyone has experienced being offered special programs for which they can sign up. Promising future discounts and rewards in exchange for loyalty, these programs are by now nearly ubiquitous. But what happens to customer loyalty in the midst of a pandemic?"

Read the full report from Deloitte >>
KEYNOTE WEBINARS
Save the date for upcoming CHR keynotes
Titles, dates, & times are subject to change. 
August 31, 1 p.m. ET
The New Normal: Post-COVID Hospitality & Restaurant Operations
September 30, 1:30 p.m. ET
Women in Hospitality & Travel: Challenges, Opportunities, and Progress
Missed a live keynote? Watch recordings on demand.
Access all of our past events on demand from our new keynote webinar library. From real estate and finance to HR, entrepreneurship to food and beverage, technology to marketing, and cruise lines to airlines, our experts have covered it all.

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DATA INSIGHTS
Reflecting seasonality and greater concern around the Delta variant, U.S. hotel occupancy and average daily rate (ADR) dipped from the previous weeks. Demand is expected to continue softening as more schools return to session and summer travel season officially comes to its end. At the same time, rising COVID-19 cases as well as delays in companies returning their employees to offices are likely to put a damper on the return of business travel and conferences expected for this fall.

 
Seasonal shift and Delta variant (Data recency: August 2)
Bookings steadily rose from January 2021 and peaked in July. Moreover, during much of that period the booking index was running ahead of the searching index indicating that consumers were quicker to commit and shopping less—a sign of confidence. Over the past two weeks both the booking pace and searching pace have fallen off. Some decrease in volume was expected as the summer vacation period drew to a close, however that downward trend was likely compounded by uncertainty associated with the Delta variant.   
The rise of secondary destinations for leisure travel
The popularity of outdoorsy vacation spots continued into summer 2021. This chart ranks the destinations with the highest growth in bookings in 2021 compared to 2019. These are destinations that fall well below the top 10 in total booking volume (except for Honolulu). Destinations with proximity to national parks, lakes and beaches are a consistent theme in this list. Ranking based on bookings from January 1 to 31 for June 1 to September 12 trip dates.
International hotel demand (Data recency: August 2)
Due to country-level restrictions and the inconvenience of pre- and post-trip testing, international travel has significantly lagged domestic throughout the last 18 months. The line chart on the left tracks the volume of searches vs bookings both indexed to January 2020. Gaps where searches have grown faster than bookings suggest a high interest in traveling, yet an unwillingness to commit by booking. The drop-off in searches in July 2020 align with the fading of summer planning along with delta variant concerns. In the line chart on the right, we see international business travel begin to outpace leisure just in the last couple of weeks. The table ranks the top international destinations with warm and sunny locations to the south favored over Europe. 

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