Travel is Deeply Personal. Keep the Customer at the Center of Your Brand’s Story.

Whether it’s the thrill of something new or a long-awaited chance to unwind, every customer has their own unique priorities and motivations for travel. To unlock growth, brands must have a deep human understanding of consumer behavior and the agility to translate insights into personalized, impactful experiences at the speed of business.

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Forget cookie-cutter solutions

To deliver personalized purchase journeys that align with the ways customers actually research and book their travel, you need to understand them deeply and design experiences that meet their human needs.

Unlock share of life

When travel and hospitality brands can integrate themselves into their customers’ identities, lifestyles and habits, they build meaningful relationships that endure beyond their last trip.

Optimal distinctiveness

How can brands ensure travel remains exciting and special, but also seamless enough to avoid friction and spur repeat engagements? We call this balance “optimal distinctiveness,” and it ties back to being relevant in customers’ lives.

Customer centricity demands actionable human insights

What motivates someone to book a last-minute vacation? How does an action become a habit? By leaning into the science of human behavior, travel and hospitality brands can uncover insights that fuel transformative, customer-centric experiences.

Actionable insights. Material impact.

With foundations in the science of human behavior, our capabilities pave the way for nimble actions and continuous learning.

Omnichannel Customer Journeys

Through our toolkit of market and consumer research approaches and analytical methods, we unlock crucial purchase journey insights and help brands ensure a seamless and consistent experience across all customer touchpoints.

Quantitative and Qualitative Consumer Research

With deep methodological and behavioral expertise, we deliver vivid market understanding and actionable customer insight. We help brands illuminate the psychological and emotional drivers behind purchasing decisions.

Brand Health Tracking

Our dynamic brand health trackers integrate high-touch service with modern technology, delivering rapid, accurate data to fuel analytics that diagnose and improve brand health.

Segmentation

Our modern segmentation approach considers the human dynamics that guide consumer behavior, using analytics to reveal the metrics that matter to both KPIs and activation.

Let’s talk.

Travel & Hospitality thrives at the intersection of customer centricity and cutting-edge technology. Get in touch to learn more about our approach and capabilities.

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Campaign Travel

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Client stories

Royal Caribbean

Getting Customers on Board

Expedia group

Make Travel More Inclusive and Accessible

Empowering Employees to Deliver a Memorable Experience: How they Grew Customer Loyalty

Activating Insights and Data Analytics for a Personalized Travel Booking Experience

Perspectives

Why One-Size-Fits-All Booking Flows Don’t Work

Airlines had a problem: they could sell flights and they could sell rental cars, but they couldn’t sell accommodations. Why? It came down to their one-size-fits-all booking journey, but the answer was in creating a personalized approach to three types of travelers.

How To Become An Everyday Travel Brand

How can brands in categories which have relatively infrequent purchases, like travel, ensure they remain top of mind when consumers are ready to make a purchase? The first thing is to stand out from the noise, which means getting consumers’ attention, and that requires you to be relevant.

Why Does Booking Flights Have To Be So Complicated?

Airlines now offer a vast array of increasingly complicated options and add-ons to allow customers to buy exactly what they need – often to the detriment of customer experience and trust. Is there a better way for airlines to think about the purchase journey? It’s about understanding customers at the human level and unlocking the insights needed to reach them where they are.

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Material is a global strategy partner that combines deep human insights with modern technology – a proprietary science + systems approach that speeds engagement and growth for the world’s most recognizable brands and innovative companies.