Customers have expectations and it is a bare minimum to meet those expectations, and a goal to exceed them, according to Kristi Gole, Director of Loyalty Marketing, Global Hotel Alliance (GHA). Meeting and exceeding those expectations is a constant for GHA as it fosters its deep commitment to customer experience, customer engagement, and customer loyalty.
“It has been refreshing to see that our customers are forgiving of mistakes as we launched our new program a few years back and were learning along the way that they are eager to....