Learn about Marriott's new plan to provide customers with a personalized experience.
Marriott International Inc. and Salesforce have partnered to introduce the hotel brand's new customer recognition platform. This platform allows Marriott to interact with members of it's loyalty programs across all guest channels.
According to Brian King, global digital and sales officer at Marriott International, €œMarriott's vision is to be the world's favorite travel company. [€¦] The best way to reach that goal is to employ a best-in-breed, global customer recognition platform that connects our guests at every possible touchpoint to our team of expert hospitality professionals who strive to delight our guests every stay. Our partnership with Salesforce is essential to creating a frictionless experience for our guests so they can spend more time pursuing the things that make them passionate about travel.€
The new platform provides Marriott staff with an accurate profile for each guest that includes relevant, volunteered information that will enable associates to provide personalized service at every level of guest-interaction. One of the main benefits of this platform is that it allows guests to continue interactions and conversations, regardless of which channel they start from. For instance, a customer can make a request of Marriott's mobile app, amend this request the day before check-in via Business Chat, and the desk associate will be able to let the guest know that their request was completed at the time of their check-in.
In the words of Taimur Khan, Salesforce GM/VP of travel, transportation, and hospitality, €œMarriott is redefining expectations across the traveler journey by using Salesforce to empower its guests with connected and personalized service, on the channel of their choice, from the moment they start planning their trip.€
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