DMA insight: Customer Engagement, top travel brands | DMA

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DMA insight: Customer Engagement, top travel brands


Value for money, rewards and good customer service – these are what keeps the boat afloat in the travel sector. But what puts a steady wind behind those sails?

New insights from our latest survey on what drives loyalty in the travel sector, including airlines, hotels and booking sites, tell us:

  • Over 70 brands were named as favourites, but 5 big brands dominate
  • Brands fall in to one of two categories: functional and emotional brands, whether these are airlines or booking sites
  • Functional brands compete on price and service, while emotional brands achieve cut-through with convenience and helpfulness

As more customers start booking their summer 2018 holidays, make sure you're not missing any opportunities to connect and engage with potential travellers.

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