Hello! We are four students from the NHTV Breda University of Applied Sciences. Our group consists out of the following members, starting with Ruud Lommerse, Nard Louws, Petra Vestjens and Marije Woltman. We are on a Summercourse in the US for 3 weeks, and we’ll stay in and around Phoenix. To successfully complete our trip, we have to do a project about the American tourism, leisure, hospitality, media and mobility industry. There were a few subjects to choose, and we picked the “Marriott hotel”. This hotel is located all around the United States, and is therefore a nice subject to work on. And also because we didn’t know anything in particular about this firm, and besides it has all the aspects of the different industries just mentioned above.
The main question in our survey is: What’s the concept and the “Branded Customer Experience” of Marriott? We want to know this because we would like to know if a concept like Marriott would work in the Netherlands. To answer this question we have a couple of sub questions. These sub questions are:
- What’s the history of Marriott?
- What’s the concept?
- What’s the marketing mix?
- What’s the branded customer experience?
- Conclusion
First we have to know the history of Marriott because it tells us something about how the hotel chain has changed during the past. Maybe the concept of Marriott has changed during these years. Then we have to know what the concept is because this is the main factor to create a customer experience. If you do not have a good concept, you can not create a customer experience that fits the target group. If we know this, we will find out the marketing mix of Marriott. The marketing mix is important for the concept. This has to be based on a place, promotion, product and price otherwise it is not a good concept. With al this information we can discover the customer experience. And if we have the customer experience, we can compare it with customer experiences of hotels in the Netherlands. And then we have the conclusion of our survey.
We will answer the (sub) questions by interviewing a manager and guests of the Marriott hotel chain. In a interview with the manager we can find out the concept of Marriott and in interviews with customers we can find out their experiences. It is also important to ask the manager what he thinks the customer experience of Marriott should be. If an experience that the Marriott wants to achieve does not match with what the customer experiences, you could say the company has a problem.
- What’s the history of Marriott?
- What’s the concept?
- What’s the marketing mix?
- What’s the branded customer experience?
- Conclusion
First we have to know the history of Marriott because it tells us something about how the hotel chain has changed during the past. Maybe the concept of Marriott has changed during these years. Then we have to know what the concept is because this is the main factor to create a customer experience. If you do not have a good concept, you can not create a customer experience that fits the target group. If we know this, we will find out the marketing mix of Marriott. The marketing mix is important for the concept. This has to be based on a place, promotion, product and price otherwise it is not a good concept. With al this information we can discover the customer experience. And if we have the customer experience, we can compare it with customer experiences of hotels in the Netherlands. And then we have the conclusion of our survey.
We will answer the (sub) questions by interviewing a manager and guests of the Marriott hotel chain. In a interview with the manager we can find out the concept of Marriott and in interviews with customers we can find out their experiences. It is also important to ask the manager what he thinks the customer experience of Marriott should be. If an experience that the Marriott wants to achieve does not match with what the customer experiences, you could say the company has a problem.
Geen opmerkingen:
Een reactie posten