I recently began to wonder how many of the airlines and hotel chains have really considered “Customer Lifetime Value” in the creation of today’s largely calendar-driven loyalty programs. Beyond the motivation to examine year-over-year performance, how was it decided that one year is an adequate…
Continue reading "Loyalty and Lifetime Value"Posts Tagged ‘hospitality’
Wednesday, November 19, 2008
Friday, July 27, 2007
What Should 5-Star Hospitality Look Like?
There are so many hotels to choose from today, how do we differentiate the overall experience? Is it the customer service, esthetics of the environment, amenities and services, or all of the above? What makes a 5-star hotel worth its rating?
I recently spent four nights at the Mandarin Oriental in…
Continue reading "What Should 5-Star Hospitality Look Like?"