Ernest Lee, Chief Commercial Officer at citizenM, shares insights into their innovative paid loyalty program, mycitizenM+. He explains how this model, inspired by Amazon Prime, creates consistent value for guests. The discussion covers the unique benefits offered, the impact of post-pandemic work dynamics on travel, and the operational challenges of a global loyalty initiative. Lee emphasizes enhancing customer relationships through meaningful interactions rather than traditional transactional approaches, revealing a fresh perspective on fostering loyalty in hospitality.
