Michael Coscetta, President of Mews, knows how to build and scale global business teams in high-growth industries. He also spends about half of every year staying in hotels, which makes him an expert on loyalty programs from the guest perspective. In this episode, Michael joins Matt to talk points: are they still relevant, and do they have anything to do with loyalty?

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Introduction to Michael Coscetta
2:51 – What research says on loyalty programs
4:52 – What’s the point of hotel points?
9:42 – The challenges with loyalty programs
16:58 – How should hotel loyalty programs change?
21:59 – Why guest experience matters
24:44 – How to delight your guests
30:00 – Loyalty and travel behavior