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Making major changes to a loyalty program is sometimes necessary, but it’s always a challenge. It can be make-or-break. If you’re listening to your customers, you may find that they have needs and desires that aren’t currently being satiated by your program. On the other hand, if you make dramatic changes, you risk alienating your loyal members. The goal is, then, to make changes that everyone can be excited about.
Wyndham Hotels & Resorts has just....
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