Originally Posted by
Visconti
My only argument is that cost vs. benefit analysis should be made with objective measures absent of emotion. The positive change I find with the program appears to be towards that end; though, admittedly, using the word "fair" was extremely careless on my part. It's more "efficient."
Emotions is in fact a big part of the entire concept of loyalty programs, and Hyatt CEO acknowledges as much in that interview, talking about "emotional engagement".
How else do you explain incentivizing people to make what is often an economically irrational decision to pay more for a hotel room or choose an inconvenient location, just to stay with "their" brand?