Building Guest Loyalty in Luxury Hotels
by Jane-Michele Clark Over the years, customer loyalty has become synonymous in some circles with points building programs. Having helped launch and grow more than one major loyalty program, I know that points programs (and their equivalents) can be very effective for at shaping customer behaviour and at locking in the right customers.
There are, however, ways to engender long term loyalty that transcend points. This is particularly true for luxury goods, large-ticket items that are purchased infrequently and high end hotels, as you will see from the following article.
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