FW: Loyalty, mobile apps and social media: Why is Hilton behind its competitors?

 

 

Feed: FlyerTalk Forums
Posted on: Saturday, March 19, 2022 10:38 AM
Author: rbsq123
Subject: Loyalty, mobile apps and social media: Why is Hilton behind its competitors?

 

Hi all. I decided to open this thread to understand why is Hilton behind competitors when it comes to its loyalty program, app design and social media use. Whilst I never had issues staying at Hilton and frankly find them more flexible than Marriott when it comes to entertaining requests, there are a few things that I find extremely frustrating. Perhaps could some insiders help us to know why is it so behind? Here are some examples: 1. Mobile app: whilst functioning, the mobile app is very rudimentary in terms of design. The layout rather looks like one that would be used internally for staff, it's not much consumer facing. Simply look at the points activity page and you will understand what I mean. 2. Loyalty dining: when dining at participating Hilton properties, waiters have to write my membership number and then send it to the accounting team to credit my points manually. Marriott just has to scan a QR code whilst Hyatt just enters my number into the POS and points come right away. Why has Hilton not been able to have something similar when competitors (both bigger and smaller) can? 3. Social media response: social media nowadays has become a major customer service channel. Look at Marriott Bonvoy Assist or even better Hyatt Concierge on Twitter. You can expect an answer within the hour, usually 30 minutes from my experience. With Hilton, social media response takes up to 12 hours and there isn't the same level of personalisation. Hilton doesn't have a dedicated customer service page for social media. They used to have Hilton Help on Twitter but it has been closed. Any idea why? Feel free to share your experience and insights!

Makaleyi görüntüle...