What will customer loyalty look like in 2025

Loyalty was one of the big topics in the hospitality sector last year and research from BII Trusted Partners, Zonal, shows nearly one in three restaurant, pub, and bar patrons are very or somewhat likely to switch which venues they choose to be loyal to, a trend that is expected to continue in 2025.

At the same time, the industry faces another pressing issue: no-shows. During 2024, these surged to a record high of 14%, reflecting both the volatility of consumer behaviour and the pressure on operators to deliver consistent value.

In this blog, Zonal explore how hospitality venues must redefine loyalty strategies by balancing in-venue excellence with targeted, data-driven outreach, in order to thrive in the current landscape.

Click here to read the full blog