Hyatt’s Random Acts of Generosity

New York Times, June 21, 2009 — In the days ahead, managers and employees of the Hyatt hotel chain will be doing favors for some of their customers. Maybe they always did them, but these favors will be different: they will be what Hyatt Hotels’ C.E.O., Mark Hoplamazian, has called “random acts of generosity,” like unexpectedly picking up the tab for your hotel-bar drinks or hotel-spa massage. “Random” seems slightly off as a description, in that Hoplamazian announced this pending outburst of hospitality, and the months of consumer research that preceded it, in a guest post on a USA Today business-travel blog. But the idea is that the unexpected nature of the gifts will leave the customer not just pleased but also grateful. Gratitude is a powerful, and potentially quite... continue reading

Recession Lesson: Throw Out Your Old Algorithms†

Q&A With John Wallis, Global Head of Marketing and Brand Strategy, Hyatt

Advertising Age, June 15, 2009 — After 28 years at Hyatt, John Wallis was named head of marketing at the hotel chain in November of last year. Resigned not to let the recession limit Hyatt's marketing activity, he launched a massive marketing effort. The campaign, which is intended to introduce its redesigned loyalty program, awards three winners — one from North America, Europe and Asia — of an essay contest 365 free nights at any Hyatt hotel worldwide; another 30,000 people will win one free night. More than 87,000 people, 79% of which were customers, entered an essay.

How to Market During a Downturn†

CMO Roundtable: Execs on Maintaining Budgets, Changing Marketing Mixes and the Challenges of 2009

Advertising Age, October 27, 2008 — Just days before the Dow suffered its largest single-day point drop ever Sept. 29, Ad Age Editor Jonah Bloom sat down with three top CMOs to talk about marketing in a recession. On hand were Ranjana Clark, senior exec VP-CMO of Wachovia Corp.; Tom O'Toole, CMO and chief information officer of Global Hyatt Corp.; and Mark Chmiel, exec VP-chief marketing and innovation officer at Denny's Corp.

The Contribution Revolution: Letting Volunteers Build Your Business†

Intuit’s cofounder challenges traditional companies to follow the lead of internet superstars—and of innovative peers such as Honda, Procter & Gamble, and Hyatt—in tapping the contributions of countle

Harvard Business Review, October 1, 2008 — Earlier this year, I spent an intense half-day closeted in a room with the top 70 executives at Intuit. Our aim was to come up with ways that people outside the company could volunteer their time, energy, and expertise to make life better for our customers. Sound odd? Well, if you’re not conducting an exercise like that at your organization, you risk missing the boat on a sea change that’s transforming business.

Every day, millions of people make all kinds of voluntary contributions to companies—from informed opinions to computing resources—that create tremendous value for those firms’ customers and, consequently, for their shareholders. When I first encountered this idea, several years ago, it struck me as unfathomable: Volunteerism was for... continue reading

Hotels Try New Features With Test Rooms

New York Times, April 29, 2008 — It is known simply as the X-room. Set up last November at the Courtyard by Marriott in partnership with the University of Delaware in Newark, it is a test guest room. It is equipped with everything from waterproof mattresses to the experimental technology of wireless electricity (no plugs) to a specially designed Nintendo Wii game console for travelers. There is also a digital door display that lets guests see who is in the corridor.

Turning Green into Gold

Prophet, October 1, 2007 — In this article, Andrew Pierce argues that the question for most companies is not if they will take action to make their brands environmentally friendly, but when and the extent to which they will do so. He then discusses what it takes to successfully make green work as a business and brand builder.

Hotel Chains Grapple With Meaning of Green†

Marriott, Starwood Face Confusing Products, Standards In Bids to Make Lodging Environmentally Friendly

Wall Street Journal, September 11, 2007 — As director of Element, a brand of environmentally conscious hotels being developed by Starwood Hotels & Resorts World Wide Inc., Nicholas Lakas picks his way across a landscape of so-called green products each time he steps into his office.

Among the items: salt and pepper shakers billed as 100% recyclable; piles of towels and sheets made with organically grown fibers; boxes of organic snacks; and a countertop slab made from recycled materials.

"We get so many products, so many phone calls," Mr. Lakas says. "I have nowhere to put it, and we are always looking at it and evaluating it." He is shopping for environmentally friendly products — from plates and light bulbs to heating and air-conditioning systems — to be used in the first hotel in the... continue reading

When Creating Brands, Dress Rehearsals Help

New York Times, August 5, 2007 — CAN the selection of a showerhead make or break a hotel brand? Some hotel executives seem to think so.

Starwood is one of several hospitality companies developing hotel brands or rebranding old ones. Since 2005, some 31 brands have been announced, according to PricewaterhouseCoopers, more than at anytime since 1988-89, when 27 were introduced. And with this increased competition, identifying market segments and customer preferences has become essential to creating customer loyalty — which is where the showerhead, among other details, becomes crucial.

Hyatt Andaz Brand Seeks Luxury Guests†

Wall Street Journal, April 12, 2007 — Seeking to capture the attention of luxury travelers, Global Hyatt Corp. said it will announce today the new Andaz brand of upscale urban hotels planned initially in London, New York and the Los Angeles area. The closely held Chicago-based hotel company hopes Andaz will find a place between its high-end Park Hyatt brand and its Hyatt Regency product.