Business models that put the customer first

Author: Michael Weinstein, James Kirk (yBC.tv)

Categories: Operations, Technology
Tags: customers, loyalty programmes, people, service
Business models in hospitality will now often include a loyalty programmes which, as Mark Winstein of Hilton Worldwide discusses in this TV show, are about more than collecting points.

Business models for loyalty programmes

Points in currency are certainly, as you said, hygiene factors critical to the programme to have in place. But for us it’s the experiences we’re sharing. It enables us to tell members our story about earning and redeeming points in a way that’s meaningful to them and personally connected to their families, their friends or loved ones, and those going along the travel journey. At the end of the day we keep reinforcing the fact it’s about the people. It’s about the human connection, the dialogue the customers have with us and with each other. And delivering on top of their expectation and consistently exceeding it whenever possible. The human element transcends everything else of the loyalty programme. Experiences, rewards, and how you treat one another. The Hospitality Channel will continue to follow discussions around all aspects of creating good business models.  
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