LINK, Inc. will make its guest satisfaction system, Method Marketing®, available to SSLA members.  SSLA views LINK, Inc. as a strategic tool to ensure members with a loyalty program. 

�There are ten steps in Guest Experience Marketing (GEM®) all companies should consider when developing and operating a loyalty program�, says Richard Hendrie, President and CEO of LINK, Inc.  �We aren�t just providing a place for guests to stay, but are in the �experience creation� business. The most successful businesses first determine what their guests like, dislike, need and expect from them, create a wall-to-wall, branded experience around the strengths, and finally, design satisfaction measurement systems to ensure they are delivering on the promise. They marry their operational passion and unique personality with a fanatical attention to understanding and exceeding guest expectations. It is a creative process, not a mysterious art.�

LINK Inc.�s 10 GEM provide the operator with a step-by-step method to identify what the guest considers important, how to ensure the staff understands and focuses on delivering on those attributes and, then, a way to measure success. The 10 GEMS are:

1. Know Thy Audience.
2. Know Thy Staff as Thyself.
3. Be Distinctive.
4. Orchestrate a Memorable Experience.
5. Deliver On Your Promise.
6. Target Your Efforts.
7. Be Innovative.
8. Know Your Competition
9. Be Profitable.
10. Market From Inside the Lodging, Outward.

�Regardless of one�s vision on brand identity or market positioning no matter how you refer to it, customer loyalty is the key to creating the kind of memorable experience that keeps guests coming back.  And that�s what we want for SSLA members.�

Commenting on the affiliation, Catherine Arthur, Executive Director of SSLA stated, �The current climate of reduced travel and increased competition has weakened guest loyalty and knowing what guests are requiring is more important than ever.  And with LINK, Inc., their method marketing is very relatable.  It�s about getting back your Mojo.� Adds Hendrie, �Marketing and loyalty programs, alone, are not always enough.  The timing and method of implementation can often be just as important as the efforts themselves.�

About SSLA
SSLA is guardian of its Superior Small Lodging brand. The association develops, owns, and manages its brand designation in over 30 destinations throughout North America.   Its portfolio of lodgings with 50 rooms and less currently includes small hotels, inns, bed and breakfasts, and cabins.  It represents over 10,000 hotel rooms in ten states. Contact Catherine Arthur: http://www.superiorsmalllodging.com

About LINK, Inc.
Based in Cambridge, Massachusetts LINK, Inc. serves the hospitality industry by offering full-service operational analysis, management systems, information technology and training, with a primary focus on performance, guest satisfaction and optimizing net operating income. LINK, Inc combines experienced hotel and restaurant industry consultants with proprietary marketing analysis and operational systems. Contact Richard Hendrie: http://www.linkincmethodmarketing.com