Creating superb guest experiences

BACKGROUND

Marriott International is a truly global hospitality company, with 30 brands and over 7,000 properties across 130 countries and territories. With this immense scale, the entire organization is focused on consistently excellent guest experiences at the nexus of design, technology, and human touch. To this end, Marriott engaged with Medallia in 2014 to create a unified experience management platform, internally branded “guestVoice.”

ACTION

Medallia Experience Cloud is used by Marriott associates around the world to bring the voice of the customer to all levels of the organization.

IMPACT

Marriott International has used guestVoice to engage with millions of customers, of which hundreds of thousands have received a direct response via the platform as a result of their feedback. The program enables properties and above-property teams to listen, act, and respond to customer feedback and drive customer loyalty and hotel performance.