Can the impact of enrollments in customer loyalty programs be measured?

Natalie Osborn
Natalie Osborn|February 15, 2013

Does the investment you make in enrolling your customers in loyalty programs result in quantifiable benefits for your firm? That’s the question that Mike McCall, Ph.D., and his co-author Clay Voorhees Ph.D., are attempting to answer in their current research project for the Cornell Center for Hospitality Research (CHR). Mike [...]

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Midsummer (or winter) is a great time to reflect on the first half of the year

Kelly McGuire
Kelly McGuire|June 25, 2012

Did the midsummer/winter milestone creep up on you, also? Here at the Analytic Hospitality Executive, we celebrated the summer (and winter!) solstice by taking stock and looking back at topics that we have addressed over the last six months of posts. Online distribution was a great way to open the New [...]

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Customer Lifetime Value Analytics – The Holy Grail for Hotels and Casinos

Kelly McGuire
Kelly McGuire|February 29, 2012

Most managers realize that understanding customer value, and more importantly customer lifetime value (CLV), can help them plan strategies to encourage loyalty behavior, increase revenues, and ultimately drive profits. In fact, as Mike McCall told us earlier this month, companies invest heavily in loyalty and rewards programs primarily to collect [...]

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Is your loyalty program encouraging (ahem) loyalty?

Natalie Osborn
Natalie Osborn|February 16, 2012

I recently caught up with Mike McCall, PhD, Visiting Scholar in the School of Hotel Administration, and a Research Fellow of the Cornell Center for Hospitality Research. We chatted about customer loyalty, and how to identify and develop your best customers. How do you identify your best customers? First of [...]

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Different place, same problems – How do we engage with the guest and keep them loyal?

Kelly McGuire
Kelly McGuire|February 8, 2012

I recently attended the Cornell Hospitality Summit in Mumbai India at the Taj Palace.  This was an event co-sponsored by Taj Hotels Resorts and Palaces and The Cornell Center for Hospitality Research.  I also attended the invitation-only roundtable on Customer Value that the Cornell Center for Hospitality Research organized in [...]

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