145. Behind the Scenes at World of Hyatt: Loyalty, Care & the Future of Travel with Laurie Blair
Description
Have you ever wondered what exactly goes on behind the scenes in loyalty programs—and what drives executive decisions about what to offer, add, or take away from their members' experience?
In this episode, I get to do exactly that. I'm joined by Laurie Blair, Hyatt's Senior Vice President of Global Marketing and Loyalty, for a rare behind-the-scenes look at how Hyatt designs a program that travelers actually feel loyal to.
We talk about what truly sets the World of Hyatt program apart, how they make decisions about elite benefits and redemptions, and what status holders can expect in the future. We get into everything from the rarity of fixed award charts and hotel loyalty programs, stealth devaluations, and Hyatt's approach to balancing business goals with prioritizing their members—to the underrated redemptions you should absolutely be taking advantage of.
Laurie also shares what it's like to build a loyalty program that discerning travelers trust and love, how Hyatt listens to its members, and why care—not just points—is the foundation of everything they do.
If you've ever wondered how loyalty is built inside one of the most respected travel brands in the world, this is your backstage pass.
Get full show notes and transcript: https://pointmetofirstclass.com/world-of-hyatt-behind-the-scenes/
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