Brand consulting firm Brand Keys has released new research on the most trusted brands in the travel sector. The company's 2019 Customer Loyalty Engagement Index (CLEI) surveyed 51,673 consumers of 16 to 65 years of age from the nine U.S. Census Regions, who self-selected categories in which they are consumers and brands for which they are customers. Forty-five (45%) percent were interviewed by phone, forty-five (45%) percent via face-to-face interviews (to include cell phone-only households), and 10 percent were interviewed online.
Here are the most-trusted travel brands by category:
Airlines
- JetBlue
- Delta
- WestJet
- Air Canada
- American
Car Rental
- Avis
- Enterprise
- Hertz
- Budget
- National
Luxury Hotels
- Ritz Carlton
- Four Seasons
- JW Marriott
- Loews
- Fairmont
Upscale Hotels
- Kimton
- Omni
- Marriott
- Embassy Suites
- Hyatt
Midscale Hotels
- Wingate
- Drury
- Fairfield Inn
- Hampton Inn
- La Quinta
Economy Hotels
- Wyndham Microtel
- Days Inn
- America’s Best Value Inn
- Howard Johnson Express
- Super 8
Ride-Share
- Lyft
- Uber
- Gett
- Juno
- Curb
In 2019, and for the foreseeable future, there are three concrete fiscal realities of loyalty and engagement that marketers should keep in mind, according to Brand Keys:
- It costs 9 to 11 times more to recruit a new customer than to keep an existing one.
- An increase in loyalty of only 7 percent can lift lifetime profits per customer by as much as 85 percent.
- Depending upon the sector, an increase in loyalty of just 3 percent is equivalent to a 10 percent across-the-board cost reduction program.
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