I received this brilliant gesture of customer care today: a letter from Shangri-La Hotels, extending my current frequent-stay status until the end of 2021. Like so many of us, I am not traveling right now due to the Coronavirus, so the chances are low of my being able to maintain that level. What a smart, loyalty-building move that makes me feel valued as a customer. I tip my hat to the Shangri-La leadership team! (And I wonder if other hotels – and airlines – will follow…?)
As a business leader, how will YOU™ keep your customers engaged and loyal to your brand, even if there may be fewer touch points than normal right now?