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Love and Loyalty. Not Just for Marriage.

Would you marry someone who didn’t know what you wanted? Why would you make a commitment to someone who didn’t seem to care about your needs?

Our customers feel the same way. They won’t commit to us, or our brands, without feeling understood, appreciated and satisfied.

But how do we do that? Guessing certainly won’t work. And one customer is not representative of the whole, so we have to listen to them ALL.

Actionable data leads to deep insights that create loyal customers. Please join Becky Ploeger, Global Head of Hilton Reservations & Customer Care, as she shares the path that Hilton has taken to create loyal customers, the lessons learned and more importantly why its okay to start over if you have a bad match.

Speaker Bio
  • Becky Ploeger

    Global Head of Hilton Reservations & Customer Care, Hilton

    Becky Ploeger serves Hilton as the Head of Hilton Reservations and Customer Care where she inspires innovation to deliver an elevated, world-class customer experience. Becky brings over 20 years of experience from customer-centric brands like USAA and Kohl’s. She is a passionate thought leader, providing strategic execution of organization-wide initiatives that enhance productivity, quality, digitally-enabled and differentiated customer service, technology and bottom-line financial performance. Her impressive record and repeated success in fearlessly delivering transformational change through innovative hands-on operational leadership, relationship building and project management has led to millions of dollars in revenue generation and expense reduction.