zondag 17 augustus 2008

Main question

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?

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 the years. Then we have to know what the concept is because the concept is the main factor to create a customer experience. If you don’t have a good concept, you can’t 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. The concept has to be based on a place, promotion, product and price. Otherwise it isn’t a good concept. With al this information we can discover the customer experience. And when we find out the customer experience we will end with a conclusion. In the conclusion we will imagine if the concept also will work in the Netherlands.

So our main question is: What’s the concept and the “Branded Customer Experience” of Marriott? We will answer this question and its sub questions by interviewing a manager of a Marriott hotel and customers of the hotel chain. In a interview with the manager we try to find out the concept of Marriott and in interviews with customers we try to find out their experiences. It’s also important to ask the manager what he thinks the customer experience of Marriott has to be. If the experience that the Marriott wants to send out doesn’t match with what the customer experiences you can say the company has a problem.

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