May 1, 2023

Sarah Moore Presents at MEGA Event 2023 on Loyalty Programs

Rocket Travel by Agoda

Airline and travel industry leaders from around the world came together to share best practices for maximizing revenues from loyalty programs at MEGA Event 2023. This year, head officer and legal director of Rocket Travel by Agoda, Sarah Moore, participated in a panel discussion on the topic of Redesigning Your Loyalty Program.

With more than 15 years of experience in travel technology and leading Rocket Travel by Agoda’s innovation in white-label loyalty solutions, Sarah brought an interesting perspective to the panel, which consisted of other senior leaders within the loyalty industry.

The breakdown: Panel discussion and knowledge share

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Beautiful Rust - Noel F.
‍WINNER

Sukhothai - Tham W.

A Glimpse into the Past with Grandma - Fernanda R.

Sunrise Moment in Bagan - Justyna S.

The Sound of Vinyl - Bruna R.

Sacre Coeur at Dawn - Rubens J.

Laundry Day - Daniel B.

Old Town - Tim C.

Punch it, Chewy - Wesley T.

Old World (in the new) - Yvonne P.

Braveheart - Trim Castle 1200 BC - Joseph N.

Sesame Street - Hannah H.

We came to this place for magic -
Maure L.

1965 Apollo Test Capsule - Erica A.

I can remember this place - Zainab L.

Retirement post school runs - Sravya M.

Let's Play - Ying Q.

Real Alcazar de Sevilla - Arun V.

Nostalgia gives us perspective and, maybe, objectivity- Valentina O.

Love lights life- Diana F.

Modern loyalty programs first launched 40 years ago. Since then, the market has been flooded with an overwhelming amount of brands establishing their own loyalty initiatives. With an oversaturated market, brands need to consider what sets them apart and if going back to basics is the best innovation tactic to drive engagement and revenue.

During the discussion, panelists were asked if there were any new innovations in loyalty that have not been done before. Sarah explained how Rocket Travel by Agoda helps loyalty brands around the world deliver compelling value to customers and access to exclusive perks and rewards. Innovation for Rocket Travel by Agoda’s loyalty partners comes in the form of innovative products, such as our unified cart feature, compelling value props and great supply offerings for hotel, flight, car and activities. All of these assets, which are available on a multi-vertical booking platform, optimizes growth for the loyalty brand.

Sarah also spoke to the experience of our recent loyalty program launch in the financial space. She explained how Rocket Travel by Agoda is unique in that we became an extension of our partner’s internal team and looked at their objectives to help them develop a platform that met their needs. In order to deliver our customers exactly what they wanted - a more comprehensive booking experience - our teams built an intuitive and highly converting booking flow using the best B2C technology within Booking Holdings book of brands, coupled with long-standing expertise in customer loyalty.

Through the development of the platform, Rocket Travel by Agoda made sure that it was available with a mobile extension within our app, had enhanced security measures in place, and offered 24/7 customer support along with custom perks and benefits for segmented members.

When asked if going back to basics is the best way to redesign a program, Sarah explained how great loyalty programs will drive consumer engagement and overall brand affinity. It’s more important than ever to nurture a thriving brand loyalty program, but build upon its offerings to stay ahead of the competition.

Through experience and experimentation, Rocket Travel by Agoda knows how important it is to deliver a holistic customer engagement vehicle with compelling offers that can’t be found anywhere else. Our teams also understand the necessity for ADA compliance and packaging options, giving brands more opportunities to deliver value to their customers.

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In-depth consumer journeys drive engagement throughout every phase of the customer lifecycle. A robust suite of transactional emails ensure customers have all the information needed at their fingertips from booking, to check-in, and post-trip. Dynamic cross-sell strategies allow us to drive high attach rates with other travel products offered by our partners, generating incremental bookings and boosting the value of each trip, and abandoned search and welcome series ensures customers understand the value of our partners’ travel platforms and stay loyal to our partners’ brands.

Personalized content leveraged throughout our emails, delivering a unique experience for the consumer. Our personalized email communications ensure each customer has all the information they need throughout their travels, easy ways to contact our customer loyalty team for assistance, and suggest travel destinations based on their personal travel preferences. This adds a level of convenience to the consumer experience and drives engagement with our partners’ brands.

Utilizing AI is quickly becoming a cornerstone of email marketing. Using artificial intelligence allows our marketing teams to quickly drive innovation through A/B experimentation. In testing, we have found it to be very effective at driving results and are developing new ways to leverage this emerging technology as email marketing services continue to expand.

Segmenting audiences based on previous engagement data to deliver new messages to the customer and drive continued engagement with our white label platforms.

Robust reporting enables us to continually optimize the performance of our campaigns, and keep partners informed of success and areas of opportunity at every phase of a partnership.

About the author

Rocket Travel by Agoda, part of Booking Holdings (NASDAQ: BKNG), is a leader in the travel industry offering technology and marketing solutions for some of the largest consumer brands in the world.

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