Inside Hyatt's Loyalty Strategy: Why Care Creates Customer Advocacy(#779)

Inside Hyatt's Loyalty Strategy: Why Care Creates Customer Advocacy(#779)

From Let's Talk Loyalty by Paula Thomas

June 11, 2026 · 48 min · Season 1 · Episode 779

About this episode

Laurie Blair from Hyatt discusses how the company is redefining loyalty through care and emotional connections.

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available. Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now. --------------- Laurie Blair , SVP of Global Marketing & Loyalty at Hyatt, joins us today to unpack how Hyatt is redefining loyalty through its purpose of care. From “Empathy + Action = Care” to AI-driven personalization, strategic partnerships, and transparent reward design, Lloyd reveals how World of Hyatt continues to outpace expectations in hospitality loyalty. This episode explores how emotional connection, not just points, is shaping the future of loyalty. Hosted by Bridget Blaise – Shamai Show Notes: 1) Laurie Blair 2) Hyatt 3) Unreasonable Hospitality.

People in this episode

Host: Bridget Blaise – Shamai

Guest: Laurie Blair

Topics covered

  • loyalty strategy
  • customer advocacy
  • emotional connection
  • AI-driven personalization
  • hospitality loyalty

Keywords

  • loyalty programs
  • customer experience
  • Hyatt
  • empathy
  • reward design
  • strategic partnerships
  • personalization

Mentioned in this episode

Organizations: Hyatt

Books & works: World’s Largest Loyalty Programs™, Unreasonable Hospitality

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