Hyatt adopts ‘random’ kindness as a marketing strategy

If you score an extra mint under your pillow at a Hyatt Hotel or get a free drink at the hotel bar, don’t assume the maid or bartender has a crush on you. “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,” Rob Walker wrote for The New York Times . In fact, this is actually a popular strategy called “relationship marketing.”