May 25, 2018
Friction-free experiences are must-have amenities for travelers
Consumers expect real-time, frictionless experiences in every single brand engagement - both online and off. The travel industry is no exception to this rule.Read more
Now that the company has successfully spun off its timeshare and real estate investment businesses, the "new" Hilton will be focusing on building direct customer relationships and improving loyalty.
“Having the spinoffs frees us up to double down on our brands, including everything we’re doing on Hilton Honors and loyalty,” CEO Christopher Nassetta said during the company's Q4 call.
“It allows us to double down on what we are doing with innovation to continue to make sure everything we do is through the eyes of the customer and making sure that we are ultimately driving more loyalty and more relevance with our consumers and, as a consequence, more market share and more growth. We’ve always been focused on those things. That’s not different. Obviously, it goes without saying … it gives those of us in senior management even more time to focus on those things.”
Nassetta also delivered loyalty program statistics showing that Hilton’s biggest-ever marketing campaign, “Stop Clicking Around,” did in fact have some financial impact on how consumers are choosing to book, at least with Hilton.
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