Unlocking Loyalty
Title
Fresh data from HT’s annual survey of hotel & restaurant customers reveals how the right tech solutions create loyal customers who are eager to return — and are willing to spend more.
Insights include:
• What do customers really think of voice/AI, kiosks, and robotics?
• What do they expect from loyalty programs?
• How do they discover restaurant and hotel brands?
• How has inflation and the labor crisis affected their experiences and habits?
• What are the latest preferences around making payments,
ordering food delivery, and using branded apps?
By Daniel J. Connolly, Ph.D., Dean of the School of Business, St. John Fisher University; Jungsun Kim, Ph.D., Professor, William F. Harrah College of Hospitality, University of Nevada, Las Vegas; and Robert Firpo-Cappiello, Editor-in-Chief, Hospitality Technology
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