So, what is your definition of experience? PS: The word “experience” is so broad and all-encompassing that some people have a hard time wrapping their heads around it. So, whether that's being in the countries or the markets where you think you're going to be in a couple of years, or being able to anticipate what you need when you go, consumers are constantly changing, so we have to, too. And because our goal is to anticipate where you want to go and how we can make your experience better, we have to be in front of all the trends. And I wondered that myself, “Why is that?” We were born with this mission and spirit to serve customers right as they traveled worldwide. ![]() Roe: I’ve been with Marriott for 18 years, and I’ve given this question quite a bit of thought, because I feel like we're always moving and changing as a company. PS: I’m curious to hear your perspective on the special ingredient that has allowed the brand to survive many decades-almost a hundred-year history-and thrive. The following conversation has been edited for length and clarity. The hotel’s sleek industrial design provided the perfect environment for discussing the brand’s commitment to exceptional travel experiences. So, we met up with Roe in downtown Washington, D.C., at one of Marriott’s Moxy hotels, the youthful and stylish brand that celebrates nonconformity and originality above all else. We wanted to hear how Marriott perseveres through challenging times and stays at the forefront of the travel industry-meeting and even anticipating customer expectations. Marriott, which started as a nine-seat root beer stand in 1927, is recognized globally as one of the most successful hotel companies of all time. With more than 18 years in the hotel industry, she currently oversees the company’s Marriott Bonvoy loyalty program, new business initiatives and end-to-end guest experience. Peggy Fang Roe, the global officer for customer experience, loyalty and new ventures at Marriott International, has made a career out of delivering best-in-class travel experiences. ![]() ![]() This holistic view of the customer experience, which nowadays seamlessly combines the digital and physical, has been a major factor in Marriott’s continued success. And it ends long after the trip’s finished. Marriott understands that the customer experience begins when you first consider traveling rather than the moment you step inside the lobby of one of their hotels.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |