McKinsey Insight: How the world’s best hotels deliver exceptional customer experience
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McKinsey Insight: How the world’s best hotels deliver exceptional customer experience

Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Stellar service, driven by devoted hotel staff, is what makes a great property come alive. As one general manager (GM) of a luxury ...

McKinsey & Company
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CRM & Loyalty
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Guest Experience
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McKinsey Insight: How the world’s best hotels deliver exceptional customer experience20 March 2024McKinsey & CompanyCRM & Loyalty
McKinsey Insight: How the world’s best hotels deliver exceptional customer experience
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Marriott’s Bold Move into Targeted Advertising: The Launch and Challenges of the Marriott Media Network

In May 2022, Marriott International launched the Marriott Media Network, aiming to leverage its extensive customer data to offer targeted advertising opportunities to non-hotel marketers. This initiative would allow ads on various Marriott platforms...

skift Inc.
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CRM & Loyalty
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Advertising
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Marriott’s Bold Move into Targeted Advertising: The Launch and Challenges of the Marriott Media Network12 February 2024skift Inc.CRM & Loyalty
Marriott’s Bold Move into Targeted Advertising: The Launch and Challenges of the Marriott Media Network
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Airbnb Doesn’t Foresee Loyalty War With Expedia

Just days after Expedia Group touted record growth of its loyalty program and said it’s a long-term driver of retaining high-value guests, Airbnb CEO Brian Chesky said that type of points-based program isn’t in the cards for his company.

HotelNewsNow (part of CoStar)
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CRM & Loyalty
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Online Travel Agencies (OTA)
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Short Term Rental (STR)
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Airbnb Doesn’t Foresee Loyalty War With Expedia16 February 2023HotelNewsNowCRM & Loyalty
Airbnb Doesn’t Foresee Loyalty War With Expedia