Answer :
The principles and values behind loyalty programs in hotels, emphasizing honesty, member recognition, and customer-focused service.
Loyalty programs in hotels are built on principles and values such as honesty, keeping promises, and following the Platinum Rule of treating people the way they want to be treated. Competitors respond by offering their own loyalty programs, like Hilton and Marriott offering free nights based on points thresholds.
Dr. Pamela Brill emphasizes the importance of member recognition in developing loyalty, stating that it adds value to the organization and to the member. Recognizing members and celebrating successes are key elements in building loyalty within an organization.
Providing friendly customer-focused service that leads to customer satisfaction and loyalty is a crucial aspect of implementing loyalty schemes in hotels, as demonstrated by Leigh Heisel's emphasis on keeping customers happy over other concerns.
