ORLANDO – Maggie Lang, Senior Director Loyalty and Relationship Marketing, Kimpton Hotels & Resorts, didn’t want to reference any charts, graphs, or any other statistic. She wanted to talk about how her company loves to surprise and delight its customers during her Thursday session, “Connecting Data and Relationship Marketing to Drive Emotional Loyalty.” “Our mission statement has love in it,” Lang told attendees at the 6th annual Loyalty Expo. “That’s powerful when you talk about....

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