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Brands
30
Countries
130
Guests heard
Millions
“guestVoice enhances our connection with guests and helps our associates deliver the exceptional service and hospitality that our hotels are known for.”
Adam Malamut
Chief Customer Experience OfficerMarriott International
BACKGROUND
Marriott International is a truly global hospitality company, with 30 brands and over 7,000properties across 130 countries and territories. With this immense scale, the entire organizationis focused on consistently excellent guest experiences at the nexus of design, technology, andhuman touch. To this end, Marriott engaged with Medallia in 2014 to create a unified experiencemanagement platform, internally branded “guestVoice.”
ACTION
Medallia Experience Cloud is used by Marriott associates around the world to bring the voice ofthe customer to all levels of the organization.
IMPACT
Marriott International has used guestVoice to engage with millions of customers, of whichhundreds of thousands have received a direct response via the platform as a result of theirfeedback. The program enables properties and above-property teams to listen, act, and respondto customer feedback and drive customer loyalty and hotel performance.
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