Which hotel chain has the most loyal customers? According to the 2015 Customer Loyalty Engagement Index from Brand Keys, the mid-scale winner is Best Western while the upscale winner is Hyatt.
The Brand Keys data paints a detailed picture of the category drivers that engage customers, engender loyalty and drive real profits. These drivers not only define how the consumer will view the category, compare offerings, and, ultimately, buy, but also identify the expectations the consumer holds for each driver. The brand whose drivers come closest to meeting (or even exceeding) those of the category Ideal is always the one whose customers will demonstrate the highest levels of engagement and loyalty over the next 12 to 18 months.
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