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In hospitality, we talk a lot about building guest relationships, but few do this at the scale that our guest today, the Chief Customer Officer of Hilton Grand Vacations, does. Keep reading to learn what he's learned about building not just loyalty but “generational loyalty.”
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How I Drive Generational Loyalty As A Chief Customer Officer
Derek De Salvia
Today, we’re learning from Derek De Salvia, Chief Customer Officer at Hilton Grand Vacations.
The Big Idea: Building “generational loyalty” requires a radically different approach to customer relationship building, where every touchpoint - from sales to service to experiences - is part of a single, never-ending journey.
Why it Matters: If you’re trying to build a deep, lasting commitment to your hospitality business, fragmented approaches to service and experience won’t work. Only by taking complete ownership of relationship development end to end can you create the deep connections Derek describes.
Go Deeper: Listen to Derek and I discuss this today on the Hospitality Daily Podcast (Apple Podcasts, Spotify).
Today’s Takeaways:
Structure your organization in a way that truly supports not only the guest journey through one stay - but supports your guests as people over time
Train every team members to see their role in this mission
Develop systems that connect guest touchpoints across time
Build flexibility into your offerings to support evolving relationships (a lot changes throughout someone’s life!)
Listen and respond to feedback across each and every interaction
Move beyond transactional service to real relationship-building (there’s so much to this, and I encourage you to listen to Derek explain how he does this)
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Thank you for reading.
-Josiah
