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Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)
 

Canadians choose travel for loyalty rewards

Most Canadians opt for travel when using rewards points, with 57% redeeming for flight options, well ahead of merchandise (30%) and gift cards (27%), according to Royal Bank of Canada (RBC) poll of Canadian travel rewards cardholders.

Despite this finding, using points to book travel is not always an easy experience. Many reward travellers say they have faced obstacles when trying to travel on reward points, with 81% expressing frustration at having to book months in advance.

Among those booking a flight, 40% have been unable to book the flight or dates desired and almost one-third (29%) had to fly on an alternate date or were forced to choose an indirect flight (31%). All travel rewards cardholders (99%) say it is important that points don't expire.

"Canadians are looking for flexibility and choice when it comes to travel. It should be no different when booking with rewards points," said Anna Judek, senior manager of card products for RBC.

Exactly half of survey respondents (50%) are saving up their rewards points for a big item such as a flight or a new television. Almost one-quarter (24%) prefer to use their rewards for mini-vacations once a year and 18% regularly reward themselves to smaller items such as gift cards and movie tickets.

The poll also found that many respondents (62%) would like the option to redeem for financial rewards vouchers to use toward their mortgage, lines of credit, RRSP, TFSA and RESP.

"Canadians fall into two types of point collectors; those who save for a long period of time to purchase a big-ticket item or family vacation and those who redeem points for small scale items or shorter trips," added Judek.

Among activities they would like to try on their next vacation, Canadian reward travellers list boat tours (44%) and a visit to a winery (39%) as the most popular choices. One-in-three (33%) opt for a massage or spa appointment and 26% are interested in snorkelling on their next vacation.


Sources: RBC /
The Marketing Factbook.
Copyright © 2011 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark