kds4
TUG Member
- Joined
- Jan 6, 2011
- Messages
- 1,803
- Reaction score
- 401
- Points
- 293
- Location
- USA
- Resorts Owned
- Marriott Weeks and DC Points
Interesting interview with the new head of Marriott Hotels, Tony Capuano. The second link is an analysis response to the interview where the author interprets Mr. Capuano's position to be that the independent owners of the properties paying Marriott for their branding are Marriott's true 'customers' while Bonvoy members and the rest of the traveling public are the 'product' that Marriott is providing to these hotel owners in exchange for licensing with Marriott. What will that mean as far as MVCI future negotiations to retain/expand Bonvoy status for timeshare owners ...
Have to say, being referred to as a 'product' leaves me feeling a little ... objectified. While I can see this position from one perspective, I don't really like (my place in) it.
I love a 'customer first' philosophy, except when I'm apparently not the 'customer'.
Interview - https://thepointsguy.com/news/marriott-ceo-anthony-capuano-interview/
Analysis - https://viewfromthewing.com/marriott-ceo-bonvoy-and-breakfast-its-all-about-hotel-owner-costs/
Have to say, being referred to as a 'product' leaves me feeling a little ... objectified. While I can see this position from one perspective, I don't really like (my place in) it.
I love a 'customer first' philosophy, except when I'm apparently not the 'customer'.
Interview - https://thepointsguy.com/news/marriott-ceo-anthony-capuano-interview/
Analysis - https://viewfromthewing.com/marriott-ceo-bonvoy-and-breakfast-its-all-about-hotel-owner-costs/