Different brands hold different views on the customer journey and its impact on brand loyalty. At Hilton, the customer journey is the highest priority that touches every facet of the overall customer experience.
While this year certainly has been a significant one for Hilton Honors loyalty program after the iconic brand overhauled the program (dropping the extra H, while adding new rewards and benefits, and increasing the flexibility of points), Aaron Glick, vice president, Hilton Honors, talked to Loyalty360 about how the company views....