Jeff Zidell, Senior Vice President of Hyatt Gold Passport, discussed the company’s guest loyalty program and company culture with Loyalty360 CEO and CMO Mark Johnson. Hyatt offers two elite tiers in their Gold Passport program where members enjoy exclusive worldwide benefits towards stays, flights, and upgrades.
How does Hyatt define customer loyalty?
Zidell: Hyatt doesn’t like using the word “program” because it diminishes what they’re all about. Hyatt is moving toward the loyalty experience. Program....