First, let’s define personalization.
Providing a personalized travel experience has historically meant recognizing VIP or repeat guests, honoring the entitlements of a frequent flier or frequent guest status, providing expedited car rental pickup, using the traveller’s name and other in-trip touches to make sure the experience was a “personal” one.
Today, personalization has taken on a much broader meaning, extending it from in-trip services to pre-trip targeted offers and advertising, and to post-trip reviews and offers to share. For the purposes of this post, let’s stick to non-advertising forms of personalization.
Read full story at: http://www.tnooz.com/article/moving-personalization-lip-service-reality/