If a loyalty marketer can’t tailor personalized messages to consumers, the latter group will tune out and look elsewhere for customer engagement.
Robin Korman, who became the Head of Loyalty Marketing & CRM for Global Hotel Alliance in November, realizes this reality all too well. Her extensive experience includes stops at Wyndham Hotel Group and Starwood Hotels & Resorts.
“Consumers are tuning out of programs that do not know them and do not tailor messages based on the interactions they have with the program....