How well can your employees communicate?

Last year the Marriott Rewards and Starwood Preferred Guest (SPG) loyalty and rewards programs merged. Early this year they announced the name of the new program as Marriott Bonvoy.

Sound confusing? I’m a loyal Marriott customer and didn’t understand the change and how it affected me. But I’m just one of millions of customers. It’s no big deal if I missed some of the communication details. But what if their employees are confused too?

When traveling recently I asked the general manager of one of Marriott’s significant properties, “Can you explain this whole Bonvoy thing to me? Why it happened and what it means?”

His answer: “I have no idea.”


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