This session delves deeper into the world of customer engagement programs, showcasing both historical milestones and contemporary practices.
We analyze the award-winning launch of Hilton HHonors in 1987, a program expertly dissected by Harvard Business School professor John Deighton. We’ll then look at how Emirates is currently onboarding new members to their Skywards program. Through this exploration, students gain valuable insights into the evolution of customer engagement strategies.
Class 2 deck
