I think it is obvious that a customer staying 50-100 nights a year is more valuable to a hotel than a LTP who only occasionally travels.
Companies really don’t reward legacy customers. This dawned on me a few months ago when I was helping an octogenarian friend of mine enroll in her Amex Platinum programs (she had no idea about SPG Gold or Priority Pass) I was surprised to see “Charter Member” since 1958 on her card, and it inspired me to research if American Express conferred any special benefits to Charter Members. I didn’t expect much but thought that there might be something.
But there was nothing- zero-zip-nada.
After all, how profitable are most 88 year olds?
I also observed how companies wooed our two sons as they began their professional careers. Up and coming executives were more valuable than an older couple nearing retirement.
As they say “some customers are more equal than others”
😛