CRM Fail - When "Surprised & Delighted" turns into "Dissed & Avoiding"
Jul 1, 2013, 11:36 pm
#16
Moderator: Hyatt Gold Passport & Star Alliance
Join Date: May 1998
Location: London, UK
Programs: UA-1K 3MM/HY- LT Globalist/BA-GGL/GfL
Posts: 12,090
I think part of the general feeling of disappointment is because Hyatt used to have good promos available to all.
It now has mediocre (at best) promos and some add-on promos, available only to a small group.
That change is what I think is causing me to rethink my loyalty.
It now has mediocre (at best) promos and some add-on promos, available only to a small group.
That change is what I think is causing me to rethink my loyalty.
Jul 2, 2013, 12:14 am
#17
Suspended
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
I think part of the general feeling of disappointment is because Hyatt used to have good promos available to all.
It now has mediocre (at best) promos and some add-on promos, available only to a small group.
That change is what I think is causing me to rethink my loyalty.
It now has mediocre (at best) promos and some add-on promos, available only to a small group.
That change is what I think is causing me to rethink my loyalty.
Quite a lot of customers based in Europe have jumped ship already, but considering that you are some kind of captain here, I do think it is appropriate to leave last...
The original post by soonerfanatic is a fitting summary, even loyal customers are long gone and the truly loyal ones are also leaving.
Jul 2, 2013, 12:32 am
#18
Join Date: Jul 2008
Location: LAS ORD
Programs: AA Pro (mostly B6) OZ♦ (flying BR/UA), BA Silver Hyatt LT, Wynn Black, Cosmo Plat, Mlife Noir
Posts: 5,992
I think part of the general feeling of disappointment is because Hyatt used to have good promos available to all.
It now has mediocre (at best) promos and some add-on promos, available only to a small group.
That change is what I think is causing me to rethink my loyalty.
It now has mediocre (at best) promos and some add-on promos, available only to a small group.
That change is what I think is causing me to rethink my loyalty.
Jul 2, 2013, 1:07 am
#19
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
Hyatt's approach to promos hasn't helped the company retain my business in the way that otherwise would have happened. I shop around way more now than I would have if Hyatt were to have open promos that benefited me. The kind of "stay less, get a better promo" doesn't float my boat; nor does the "surprise and delighted" handouts as it doesn't really work with knowing what you are getting out when getting in.
Jul 2, 2013, 11:33 am
#20
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,411
When I was a kid, sometimes my mom would buy little bags of M&M candies. She'd hand a separate bag to me and each of my brothers. My older brother would painstakingly count the M&M's in each sack of candy. If his own sack of M&M's had fewer candies than anyone else's sack, he'd pitch a hissy fit.
I wonder if my older brother grew up and is somehow posting in this thread today.
I wonder if my older brother grew up and is somehow posting in this thread today.
Jul 2, 2013, 2:57 pm
#22
Join Date: Oct 2007
Location: DCA
Programs: DL DM, AA EXP, various hotel
Posts: 2,227
When I was a kid, sometimes my mom would buy little bags of M&M candies. She'd hand a separate bag to me and each of my brothers. My older brother would painstakingly count the M&M's in each sack of candy. If his own sack of M&M's had fewer candies than anyone else's sack, he'd pitch a hissy fit.
I wonder if my older brother grew up and is somehow posting in this thread today.
I wonder if my older brother grew up and is somehow posting in this thread today.
Jul 3, 2013, 5:47 am
#23
Join Date: Sep 2004
Location: Southern Bavaria, Germany
Programs: LH Blue, BA Blue, Hyatt Gold
Posts: 1,517
When I was a kid, sometimes my mom would buy little bags of M&M candies. She'd hand a separate bag to me and each of my brothers. My older brother would painstakingly count the M&M's in each sack of candy. If his own sack of M&M's had fewer candies than anyone else's sack, he'd pitch a hissy fit.
I wonder if my older brother grew up and is somehow posting in this thread today.
I wonder if my older brother grew up and is somehow posting in this thread today.
Jul 3, 2013, 11:09 pm
#25
Moderator: Hyatt Gold Passport & Star Alliance
Join Date: May 1998
Location: London, UK
Programs: UA-1K 3MM/HY- LT Globalist/BA-GGL/GfL
Posts: 12,090
Do you think most non-FT non-targetted members of Gold Passport even know about these in order to become annoyed?
Jul 3, 2013, 11:57 pm
#26
Join Date: Jan 2012
Location: Osaka
Programs: Hyatt Explorist, Hilton Gold, UA
Posts: 3,158
BTW, did you mention it on your blog?
Jul 4, 2013, 4:31 am
#27
Join Date: Apr 2005
Programs: Hyatt Lifetime Globalist, SQ PPS Solitaire
Posts: 3,599
I think Hyatt doesn't mind getting rid of the incentive driven crowd that wants to earn Diamond status by staying 25 times at Hyatt Places and demands 25 free nights at the Park Hyatt Tokyo in return. Even if you are not good at maths you might figure out that's not an attractive proposition for Hyatt to begin with.
Jul 4, 2013, 6:42 am
#28
Join Date: Sep 2011
Location: DFW
Programs: 2.4mm++ AA Plat, Hlt Diam, Hyt Globaist, Mrrt Gold, Gold Pts, MilesForDreams.com, etc.. etal..
Posts: 428
Although I love deals, incentives and specials, I can't blame them.
In my business I am on the other side of the table and I prefer to sell a great product at a good margin which allows me to provide superior service.
I can still offer small thank yous and surprises to clients (ie. targeted offers) however I don't build my business model on them.
My observation is promos and discounts are often offered to compensate for product shortcomings, lack of demand or in lieu of a marketing program.
If Hyatt can make it work without constant promos (ie. discounting) while still offering great products, services and amenities, then more power to them.
In my business I am on the other side of the table and I prefer to sell a great product at a good margin which allows me to provide superior service.
I can still offer small thank yous and surprises to clients (ie. targeted offers) however I don't build my business model on them.
My observation is promos and discounts are often offered to compensate for product shortcomings, lack of demand or in lieu of a marketing program.
If Hyatt can make it work without constant promos (ie. discounting) while still offering great products, services and amenities, then more power to them.
Jul 5, 2013, 10:09 am
#30
Join Date: May 2010
Posts: 943
As OsakaWino pointed out, social media plays a huge role in the sharing of information. If people didn't post about targeted offers on the internet, none of us would ever know about it and no one would be pissed off.