I see activity on the Insiders showing me that Marriott is listening to what has become a summer to forget, Marriott experience-wise.
Michelle's post goes the distance in answering my most burning questions about service and training. Now that we've gotten the issue aired and a response I for one hope that the changes will be visible to those of ius who use Marriott's services.
I, for one, am glad to hear there is a system in place to improve the customer experience at Marriott. I will not judge the successfulness of the program based on a single experience ( no mention of my elite status when I checked in on Monday), but I will be watching for tell-tale signs of a concerted effort from all employees I come into contact with. Some may find it corny, but I always like it when a company that is trying to improve some part of the customer experience has the employees wear a placard spelling out the promo. We have all seen them, they usually start out with " ask me about..... ". I feel that wearing the placard reminds the employee all the time AND tells the customer to watch for something.