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Applying the "Amazon Prime Playbook" to Hotels - Ernest Lee, citizenM
In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how citizenM created a unique paid loyalty program called "mycitizenM+" that drives value for both customers and the company. Listeners will learn:
The context and strategic thinking behind developing mycitizenM+, inspired by Amazon Prime's approach to delivering consistent value to drive long-term loyalty (00:37)
How citizenM leveraged its position as an owner-operator to quickly implement physical benefits and perks for members (01:42)
The holistic perspective of mycitizenM+, offering travel, social, and professional…
The skinny
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