Guest loyalty as we knew it is gone

Just about anybody can think about how they’ve changed their relationship with at least one brand in the last 12 months. Maybe you used to have the next five flights booked with a certain airline, but you’ve lost that rhythm now that you’re no longer traveling for business. Maybe it's the coffee shop a block away from your office that you’re no longer a regular of, now that you're working from home. It’s no different for hotels. And, as a consequence, what we traditionally think of as guest loyalty has changed and is still evolving. Contributed by Geoff Ryskamp, Global…
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