S7/E16 Building Loyalty Through Membership with Unlimited Vacation Club
Points and miles may dominate the loyalty conversation, but they’re far from the only way to build lasting customer relationships. In the final episode of our Loyalty Series, Dan sits down with Nicholas Friend, Head of Brand, Marketing and Customer Experience at Unlimited Vacation Club, to explore a different model, one built around membership, belonging, and exclusive access across Hyatt’s Inclusive Collection resorts.
Nicholas explains what members actually receive when they join, from preferred rates and room upgrades to VIP experiences and personalized service that begins long before check-in. But beyond the perks, the conversation explores something deeper: how a membership program can foster a genuine sense of community. From members who return year after year and form friendships at events to the excitement of being among the first guests to experience a new resort, loyalty becomes about connection as much as benefits.
We also explore the customer experience journey, discussing how brands can create meaningful moments before, during, and after a stay. Nicholas shares his perspective on personalization, what travelers really expect from hospitality brands today, and why recognition often matters more than rewards. Finally, we look at the role of AI in hospitality and loyalty, where it's already helping guests discover travel options and where its greatest potential may lie: connecting fragmented systems behind the scenes so teams can deliver more seamless, personalized experiences at scale.
Thanks to Loyalty Status Co for sponsoring this series!
👉 Listen to Building Loyalty Through Membership Now
🔥 Special Thanks to our Season 7 Title Sponsors for their Support: Bokun, Civitatis, Intrepid, Kaptio, Propellic and Protect Group
