Thanh Dao on bixso.net
Hilton's canvas lists "Loyalty Program Members" as its own customer segment — not a bolt-on. At 7,500+ mostly-franchised properties, loyalty is structurally load-bearing: one of the few levers Hilton fully controls. But tier systems react to status changes, not the behaviour that predicts them — by the time a member's status drops, they've often already switched hotels. What's the "tier system" in your business you set once and never revisit?
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