CRM & Loyalty

How to Make Every Customer Feel Like Your Only Customer

The concept of personalization is gaining increased attention. My annual customer experience research found that nearly eight out of 10 customers (79%) in the U.S. feel a personalized experience is important. So, what is a personalized experience?

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Shepard Presentations, LLC.

Using Hotel Data to Identify Recurring Customers Versus Loyal Guests

Using Hotel Data to Identify Recurring Customers Versus Loyal Guests

With AI at the gates, 2025 is already shaping up to be the ‘Year of Data’; it’s all about getting your data rivers flowing into a lake, cleaned up and curated for machine learning (ML) applications. One of many lucrative prospects pertains to segmen...

Adam Mogelonsky

Adam Mogelonsky

Partner at Hotel Mogel Consulting Ltd.

Hotel Mogel Consulting Limited

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Using Hotel Data to Identify Recurring Customers Versus Loyal Guests

The “Paypal Mafia” of Hotel Marketing

The “Paypal Mafia” of Hotel Marketing

Among friends, we joke that WIHP (now part of Cendyn) was the PayPal Mafia of hotel marketing. It sparked more entrepreneurs than any other hotel tech startup I know of (Design Hotels did quite good too). It wasn’t planned that way, of course. But f...

Martin Soler

Partner at Soler & Associates

Soler & Associates

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Information Technology

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Email marketing

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Digital Marketing

The “Paypal Mafia” of Hotel Marketing

Customers Don’t Care About Your Profit – They Care About Your Service

Recently, I heard from one of our subscribers, a sales and finance consultant at a luxury automobile dealership. He shared a story about how a customer was almost mistreated.

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Shepard Presentations, LLC.

Ditch discount blasts: Reward high-value hotel guests

Blanket-sending discount codes only target low-spending guests. High-spending guests respond to offers that resonate, incentivize, and make them feel noticed. Hotels that take promotional offers one step further to hone in on strategic discounts for...

Niels Mekenkamp

Niels Mekenkamp

Director of Business Solutions, EMEA at Cendyn

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Sales & Marketing

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Cendyn™

Redefining Loyalty: Accor’s Kerry Healy on Personalisation, Technology and Human Connection

Redefining Loyalty: Accor’s Kerry Healy on Personalisation, Technology and Human Connection

As Chief Commercial Officer for Accor’s Premium, Midscale & Economy Division across the Middle East, Africa and Asia Pacific, Kerry Healy oversees some of the most diverse and fast-evolving hospitality markets in the world. In this exclusive intervi...

Henri Roelings

Founder, Hospitality Net

Hospitality Net

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Guest Experience

Redefining Loyalty: Accor’s Kerry Healy on Personalisation, Technology and Human Connection

What’s More Important, Happy Customers or Happy Employees?

Do happy employees make happy customers, or is it the other way around? Do happy customers make employees happy?

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Human Resources

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Shepard Presentations, LLC.

Introducing the Customer Confidence Score™ (CCS)

Recently, I wrote about a customer trust survey. The feedback was amazing, which compelled me to take this a step further. After more writing and additional research, I recognized the need for more attention to a metric that measures a customer’s tr...

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Shepard Presentations, LLC.

For Hotel Owners Loyalty Program Benefits and Costs Continue to Rise

In 2024, the fees a hotel owner paid to support their brand’s guest loyalty program continued to grow at a relatively strong rate. During the year, the annual growth of guest loyalty program fees exceeded the increases in brand royalty payments, as ...

Robert Mandelbaum

Robert Mandelbaum

Director of Research Information Services at CBRE Hotels

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Real Estate & Investment

CBRE Hotels

Rethinking hotel loyalty: from points to personalization

Rethinking hotel loyalty: from points to personalization

For decades, loyalty in hospitality has been defined by points, perks and predictable upgrades. But what does loyalty actually mean today – and what should it mean in the future?

Tom Brown

Senior Copywriter at Mews

Mews Systems Ltd

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Property Technology

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Guest Experience

Rethinking hotel loyalty: from points to personalization