Hyatt Hotels CEO, Mark Hoplamazian announced a new program entitled "random acts of generosity." The idea is to do special things for customers that are "unexpected." It's an idea, and I always believe in doing more than is required to protect the brand, but does it create long-term loyalty? Does it translate to the bottom line?
WHO CARES! Unless your a perfect company with perfect products, perfect service and perfect delivery- the more things you do for your customers the more credit they will give you. Loyalty can come to us in many ways.
Read for yourself and draw your own conclusion;
http://www.nytimes.com/2009/06/21/magazine/21FOB-Consumed-t.html?_r=4&partner=rssnyt&emc=rss
