Let's Talk Loyalty

#434: Travel Loyalty Insights with Collinson and Salesforce

Sep 19, 2023

Stephen Gilbert, VP of Salesforce Loyalty at Collinson and Ram Machiraju, VP of Product Management at Salesforce, share insights on loyalty programs in the travel sector. They discuss extending the value of loyalty programs through partnerships and everyday earn and burn solutions. They also explore strategies for driving customer engagement and highlight challenges faced by the travel industry.

51:29

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Episode guests

Stephen Gilbert

Ram Machiraju

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Quick takeaways

Extending partnerships and providing everyday earning options are essential for travel loyalty programs to engage with members even outside of transactions.

The collaboration between Collinson Group and Salesforce Loyalty aims to drive innovation, speed to market, and flexibility for loyalty programs in the travel and hospitality sector.

Deep dives

Travel Loyalty Programs are Growing

The travel loyalty sector is experiencing growth and has rebounded after a difficult period. More consumers are committed to spending their disposable income on travel and experiences, leading to a projected growth of 4.5% in the travel ecosystem by 2027.

The Challenges Faced by Travel Hospital Companies

01:55

Understanding the Traveler's Intent and Fragmented Journey

01:09

Introduction

3min

Discussion on Favorite Loyalty Programs and the Impact of Vitality

2min

Starbucks Loyalty Program and Travel Loyalty

26min

Keeping Brands Top of Mind and Driving Customer Engagement

2min

Implementing a Loyalty Program for ITA Airwaves

4min

Challenges Faced by Travel and Hospitality Companies

13min

Exciting Developments in the Loyalty Space and Sponsorship Message

2min

Today’s episode features two powerhouses of the travel loyalty sector who have joined forces in recent years.

Stephen Gilbert is the VP of Salesforce Loyalty working within the Collinson Group, with responsibility for creating the next generation of Loyalty Programs on the Salesforce Loyalty Ecosystem, and he joins us today along with Ram Machiraju, Vice President of Product Management at Salesforce, focused on loyalty

and referral marketing.

Stephen and Ram share insights from airline, hotel and rail clients in the context of growth in the travel eco-system and explain why Collinson and Salesforce have joined forces.

They also share and what they each believe are the key success factors for clients, with more and more consumers committed to spending their disposable income on travel and experiences.

Listen to hear their insights on extending the value of your loyalty program beyond the basic transactions, through smart partnerships and everyday earn and burn solutions, so you can engage with your members even when their purchases are infrequent.

This episode is sponsored by the Collinson Group.

Show Notes:

1) Stephen Gilbert⁠

2) Collinson Group

3) Ram Machiraju

4) Salesforce

5) #362: Discovery Vitality: Behavioural Change Programme is resulting in Healthier Lifestyle through Generous Rewards