Today's hotel loyalty programs should shift from the outdated model of point collection to providing a personalized hotel stay for loyal guests. "The way to earn the loyalty of customers is not with points or elite tiers; it's really by focusing on the caliber of service and experience delivered on property to the guests so the guest will seek out either returning to that property or other properties within the flag, and recommending it to their friends who are traveling to the destination," said Henry H. Harteveldt, a travel industry analyst.

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