How to analyze customer behavior and repeat clients?

✅ Identify frequent travelers and repeat clients
✅ Track customer preferences (destinations, hotels, experiences)
✅ Measure booking frequency and trends over time
✅ Use insights to personalize offers and marketing strategies

🚀 Objective: Learn how to analyze repeat clients and customer booking trends to optimize retention strategies.

Extracting client booking history 📦

To retrieve customer data:

Go to Client Folders in the left-hand menu

Click on Extract to CSV (top right)
Use filters to select a specific timeframe (monthly, quarterly, yearly)

Download and open the report in Excel or Google Sheets

💡 Tip: Extracting data across multiple periods helps compare repeat booking patterns and seasonal loyalty trends.

Key data fields to analyze customer behavior 🧩

Column	Description
📂 Client Folder Name	Groups multiple bookings under a single client folder
📌 Status	Only consider "Confirmed" bookings for accurate client analysis
📆 Booked On	Tracks when the booking was made
📆 Start At / End At	Helps analyze preferred travel seasons
🏨 Hotel Name / Product Name	Frequently booked accommodations and activities
🌍 City	Preferred destinations by the client
💰 Total Price	Useful for segmenting customers by spending level

📌 Example: A TO filters by Client Folder Name and finds that John Smith has made 5 confirmed bookings in the past 12 months.

💡 Tip: If a guest frequently books luxury hotels, tailor your offers with premium upgrades.

Identifying repeat clients 🔁

To find clients who book more than once:

Sort the report by Client Folder Name
Filter for Confirmed bookings only
Count the number of bookings per Client Folder Name
Rank clients by frequency

📌 Example:

John Smith → 5 bookings
Emma Lee → 3 bookings
Michael Tan → 2 bookings

💡 Tip: Offer exclusive loyalty perks like upgrades or personalized welcome gifts to clients with high frequency.

Tracking booking frequency trends 📆

To measure how often clients return:

Compare Booked On dates for each client
Analyze the gap between bookings
Identify recurring seasonal patterns

📌 Example: Clients who booked in December often return the following December — a great opportunity to offer pre-season deals in advance.

💡 Tip: Set automated reminders 6–9 months before their usual travel season.

Analyzing customer preferences 🎯

To understand guest interests:

Filter by Client Folder Name
Check Hotel Name and Product Name for favorites
Group clients by experience type: cultural, wellness, adventure, etc.

📌 Example: Emma Lee consistently books cultural tours in Vietnam — a perfect client for curated historical or food-related experiences.

💡 Tip: Use email marketing to recommend experiences matching their preferences.

Segmenting customers by spending behavior 💳

To categorize clients by budget level:

Sort by Total Price and group by Main Guest
Create three spending tiers:
- 💎 Premium travelers → high-value bookings in 5★ hotels or private experiences
- 🎯 Mid-range travelers → boutique hotels and regular group tours
- 💰 Budget travelers → free-sale hotels and standard modules

📌 Example: Michael Tan books high-end resorts and private VIP tours — he’s a premium traveler worth nurturing.

💡 Tip: Offer airport transfers, concierge service, or early check-in perks to your top-spending clients.

Using customer data to drive repeat business 📈

✅ Reward loyalty — Give discounts or bonuses to repeat bookers
✅ Target past travelers — Use history to send new trip ideas
✅ Promote seasonally — Match promotions with clients’ past travel dates
✅ Enhance retention — Reconnect with top clients through CRM tools or exclusive programs

📌 Example: You notice that 50% of your best clients travel in July. Launch an early-bird promo campaign in March for that segment.

💡 Tip: Automate personalized emails through your CRM to boost repeat bookings with minimal effort.

Takeaways

✅ Extract booking history to identify repeat clients
✅ Track booking frequency to understand travel habits
✅ Analyze preferences for hotels, destinations, and experiences
✅ Segment clients by spending level to personalize offers
✅ Use data-driven strategies to improve retention and loyalty

FAQ

Q: How do I identify my most loyal clients?
🔍 Sort your report by "Client Folder name" and count repeat bookings.

Q: How do I see what destinations my clients prefer?
🌍 Filter by "City" to track where repeat travelers go most often.

Q: How do I encourage past travelers to book again?
🎯 Use personalized offers based on previous trips and preferred travel dates.

Q: Can I offer loyalty rewards in KOOB?
💼 Not directly, but you can track behavior and reward customers through external CRM or email tools.

Q: What if my repeat clients change destinations frequently?
🌐 Focus on patterns like travel style (e.g., adventure, wellness) instead of just location.

📌Need help? Visit the KOOB Knowledge Base or contact KOOB Support 🚀