Not that long ago, I sat across the table from a decision-maker in marketing and a decision-maker in technology for a travel client. I knew their business challenges, and they were both trying to achieve the same thing. Each of them, however, had their own agenda and view of the world, which isn’t uncommon.
As a frequent traveler, I have strong brand loyalty to a specific airline, car rental company and hotel chain. One of the few perks of business travel is collecting rewards and using them for great family vacations. As a marketer I’m keenly aware of the benefits loyalty programs provide as well as the customer experiences I receive as part of these programs. This includes understanding the ways in which travel companies market to me when I am in flight or on property. During one recent stay at my favorite hotel brand I noticed a missed marketing opportunity that I thought was a good lesson for all marketers. Here’s what happened.