Google Finds Customer Service Beats Loyalty Programs
Skift Take
It's no surprise that travelers are starting to place a higher priority on customer experience over loyalty programs, considering how uncomfortable air travel has become. Google's data just proves it.
New findings from Think with Google, the marketing data and research arm of Google, suggest that travel loyalty programs are less important than customer service in decision-making during the booking process.
The data, presented this month from Google and Greenberg's High-Value Traveler Research, suggest that customer service, an easy-to-use website and even online reviews are a higher priority than loyalty programs when frequent travelers consider a travel booking. Asked fo
