Nicholas Kralev talks to Jeff Diskin, senior vice president for global customer marketing at Hilton Worldwide, about the company’s loyalty program, Hilton HHonors.
PART 1
Mr. Diskin talks about the possibility of adding a fifth elite tier to HHonors — above Diamond — and what kinds of benefits that new level might offer.
PART 2
Mr. Diskin talks about “games-players” who look for creative ways to maximize benefits and promotions, and about the negative publicity Hilton received late last year, when it devalued its award chart.
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Nicholas Kralev is an author and expert on diplomacy, global affairs and air travel. A former Financial Times and Washington Times correspondent, he has traveled around the world with four U.S. secretaries of state — Hillary Clinton, Condoleezza Rice, Colin Powell and Madeleine Albright. He has flown over 2 million miles and visited 83 countries.
Books by Nicholas Kralev
Charlotte Hazle received a letter from you dated January 27, 2010, awarding Gold VIP status #378342394, pin 9810. She was never able to activate the card because at the conclusion of the activation process she received the message “We’re sorry. An error has occurred in the system, and we are unable to process your request at this time. The error has been recorded and will be investigated by the system administrator. We apologize for the inconvenience. You may contact the Hilton Reservations and Customer Care nearest you for assistance, or call 1-800-HHONORS. The Hilton Customer Care unit in Addison, TX, must be about 5 miles from our house, but letters, faxes and calls have produced no results. Now we’ve lost the card. Can you help?