Lost in Loyalty
💳 Loyalty in hospitality transcends transactional programs. Historically, recognition meant knowing guests personally, not through points or cards. The article argues that genuine connection has been replaced by gamified systems, diluting true loyalty. High-touch hotels excel without complex loyalty programs, focusing on personalized recognition. True loyalty fosters long-term connections, emphasizing the human aspect over digital solutions. The article is part of a newsletter available weekly, with insights from a hospitality technology consultant.
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