Direct Booking & Loyalty: learning from subscriptions
Achieve sustained growth and customer allegiance with proven optimization strategies from the repeat-customer leaders.
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Loyalty in travel is broken.
There’s talk of prioritizing customer experience while the value exchange is convoluted with points programs.
At Skift Global Forum, Peter Kern of Expedia noted:
“The vast majority of customers will not earn enough to get real value”.
Let’s fix it, together.
IT’S US vs. EXPECTATION
Travelers’ expectations are continuously shaped by their experiences, not just with travel suppliers but with the likes of Netflix, Peloton, and The New York Times. All of which fulfill a repeat-customer need by crafting a sustainable and fulfilling relationship that creates value over the long term.
Your efforts require a baseline of empathy, personalization, and preference-matching that’s continuously optimized just to keep pace with the expectations of the modern consumer.
House of Kaizen’s approach to repeat-customer experience optimization is born from over 25 years in growth optimization for travel, subscription, membership, and loyalty businesses around the world.
Our Repeat-Customer Growth Framework
Nini Diana, HBR:
“The growth framework gave us a great launching point for asking hard questions about our strategy and tactics. Having it laid out like an infographic helped us hone in on where we were encountering obstacles and gave us specific areas to address.”
Eric Hellweg, Pocket//Mozilla:
"House of Kaizen's framework was an incredibly helpful tool to align the entire organization on where we were hitting our marks and what areas needed attention."
Travel Clients
Curious to learn more? Try our Growth Framework workshop:
Our customer-centric foundation for sustainable net growth.
In this workshop we’ll teach you how to unlock new growth opportunities across the entire customer journey. We’ll show you how to be truly customer-first and give you a framework to find the often overlooked tactics that will allow you to sustainably grow loyalty and direct booking revenue, even in turbulent markets.
Popular subscription products like Netflix, Amazon Prime, The New York Times, and Peloton all do one thing really well: they fulfill an ongoing need for their customers. But it’s not just the quality product that makes them special, it’s crafting a sustainable, long term relationship with their customers that continues to create value over time — a great point of inspiration with tactical opportunities for those in travel loyalty. Learn more here or get started below.
Get anytime access and go at your own pace with workshop lessons and exercises.
Get the full workshop plus 1-1 time for Q&A, discussion and practical examples
Private + Consultation
Bespoke pricing
The complete workshop in a private cohort of your team focused on your product.
✓ Great for fast learning efforts
✓ All reference videos, exercises, documents
✓ HoK experts consult directly with you
✓ Team-based pricing
Need more than a workshop?
Learn about our Diagnostic and Engagements.
Patti Kurtz,
Health Affairs:“The Subscriber Growth Framework helped us to identify key places along the journey to optimize our user experience and prioritize impact to align with our fairly aggressive goals for growth and retention. This approach gave us a clear list of priorities and the ability to build an actionable and effective roadmap.”
Andrew Pribram,
McAfee:“House of Kaizen's framework is the best I've seen for subscription businesses. It helps keep acquisition in the mind of retention folks, and retention outcomes in the mind of acquisition folks. It's a great map to help people stay on course in the complexities of a subscription ecosystem.”