Brand loyalty comes into question
When defending the importance of brands, industry veterans often point to the airline industry to distance themselves from what many consider a nightmare scenario. Airlines, these veterans argue, are commoditized, chosen by customers solely based on availability and price. The name that ordains a given tailfin doesn’t affect travelers’ purchasing decisions, much less their travel experiences. Branded hotels, on the other hand, provide differentiated guest experiences that drive loyalty and have a profound impact at the point of purchase.
