Marriott CEO Arne Sorenson was interviewed by Skift this week and he opened about issues surrounding the programs merger that has plagued many of our readers.
Remember when Sorenson called SPG members rabid – raving mad (read more here)? Well. At least the CEO is admitting that there are issues with the platform that still hasn’t been resolved.
You can access the Skift article here of which below is an excerpt:
“To watch that from the inside is like watching sausage being made; it’s not pretty,” he said. “We increasingly got to a place where the platform is stabilized, working for our customers. We are really interested and eager to see the results of that now over the next few months, but there’s a lot of work yet to be done.”
“When you look at the program from a credit card perspective or points earned or elite status, yes, there are some changes that are not loved,” he said. But, urging those who aren’t happy to “hang with us,” he pointed out that members now have more places to earn points, a better range of products, and a bigger selection of places where they can redeem points.
“I think people are going to love this on both sides,” he said.
Mediocrity and incompetence usually start at the top and then diffuse down within an organization.
It is now more than 40 days since the programs were merged and they are just now getting to a place where the platform is stabilized? Shouldn’t they have made sure that they are in a place where the platform is stable at the TIME when the programs were combined? I just don’t get it.
Sorenson asks members who are not happy to hang with them. I guess that he is not aware of the fact that there are hotels and alternate accommodation providers that are happy to take their business that have stabilized platforms and customer service in place NOW?