Looking Ahead: Converting Customers into Brand Cheerleaders Through Post-Trip and Pre-Planning Touch-Points

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• Driving home GDS value in an era dominated by direct booking sentiment
• Considering connections between response time and conversion rate and what it all means
• Pinpointing the threshold of pain for customers and recognizing its impact on response time
• Understanding segmentation in OTA channel
• The role of CRS and Pricing: how important is it?

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It’s no secret that Millennials are reinventing the definition of luxury; studies show that they value experiences over “stuff” more than any other generation. Millennials are buying less and traveling more than their Boomer counterparts. Recent data reported that Millennials plan to spend more on travel in the next five years (58% vs. 48% Boomers), according to The American Express Future of Travel and the American Express Spending & Saving Tracker. Our panelists, representing air, land and sea share how to:

• Evaluate behavioral data surrounding the Millennial booking pattern
• Focus on industry strategies to engage this subset
• Discuss the best use of personalized service boost customer booking and loyalty
• Examine just how crucial the role of social platforms is to the Millennial

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Ancillary isn’t just about increasing revenue for a one-time trip. It has the power to heavily influence customer loyalty to your brand. This discussion explores unique opportunities to surprise and delight the traveler.
• Identifying ancillary opportunities to leave a lasting impression on the customer
• Measuring convenience for the traveler
• Extending the memories to build customer loyalty, all while generating incremental profit to the organization

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• The use of digital platforms to create a seamless customer experience for on-the-go travelers
• Forecasting: A glimpse into the future of travel
• The newest innovations in hotelier mobile platforms

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There’s an age old saying: If you’re not looking at data, then you’re not looking at your audience. Amanda Johnson shares how theme parks use data for personalization and extended customer loyalty.
• Personalization strategies to retarget and win the re-booking
• Keeping in touch with the customer, post-stay
• Flipping the script and building an agenda around your audience

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