a b s t r a c t
Tourist destinations tend to follow similar development patterns. Eventually, all destinations enter the
market maturity stage leading to a decline in visitors. To prevent visitor decline, tourism managers and
policy makers try to reposition their destinations appealing to more tourist segments. A multi-segment
strategy is expensive and may create a fuzzy destination image, further accelerating the decline. An
alternative strategy extends Zeithaml, Rust, and Lemon’s (2001) customer pyramid theory. This paper
applies customer pyramid theory to Turkey’s tourism industry. Precise targeting of the most loyal visitors
(Platinum tourists) creates a less costly and more focused marketing strategy leading to a sustainable
tourism industry. Loyal Platinum tourists tend to be less price sensitive than other visitors. The discussion
includes strategies to convert Gold and Iron category tourists to Platinum providing additional growth
opportunities.