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  • 6/18/2025
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Category

People
Transcript
00:00Because we're in a day and age where everyone can talk back and share their experiences.
00:03So how important is it when someone voices something about your brand on social media?
00:08Do you track all of that? Do you read all of that? Do you consume all of that?
00:11There's obviously different ways in which people are doing that through TikTok, through Instagram, through Reddit.
00:18Do you have a team that goes through and looks at what people are saying?
00:21Absolutely. I'll share a journey on this.
00:24You know if you've stayed in our hotels.
00:26By the way, how many people stay in our hotels?
00:27Mayor Bonvoy? Okay, all right.
00:30We actually ask you about your experience after the stay, right?
00:34And that is actually too late.
00:36And so we're in the process of moving it up.
00:37Because after the stay, you may have forgotten about your visceral feedback in the moment.
00:43And where we're seeing that visceral feedback in the moment is more on Reddit, on social, on insiders, right?
00:49On Facebook.
00:50And I started getting that feedback just through my own alerts to my own phone.
00:56And so what I found is as a chief customer officer every morning, I'd wake up to these love notes.
01:00And I would ask my team, hey, have you heard about this yet?
01:02And they would not have seen it in the data yet.
01:04And so that really motivated me to look at our platform and say, look, I want to listen to what customers are saying and feeling in real time across the entire journey.
01:16Like, give me a platform that does that.
01:18And then I want to get that feedback back to the person that can do something about it, not to the corporate headquarters like three months later, right?
01:24I want the people in the hotel to be able to act on that right away.
01:28So you actually go in and you personally read what people are saying in real time?
01:32Every day.
01:32Every morning I wake up.
01:33My first 30 minutes is probably not the best thing for mental health.
01:38But the first thing I do is because we know that the fastest, if we respond quickly to any customer problem, that's the first way to, like, lower the temperature.
01:48And so I try to be very responsive or at least get it to someone who can respond fast.
01:53And what about you and JPMorgan Chase?
01:55Well, it's very similar.
01:57And I would say on the consumer sides of the business, we get a lot of feedback.
02:02We read a lot of feedback.
02:04We receive it.
02:05We synthesize it.
02:06Of course, we're monitoring what's happening on social media and Reddit and other channels.
02:10You know, in certain audiences like, you know, our Chase Sapphire audience, you know, we have a very loyal customer base and people who express strong opinions about what we're doing.
02:25And we love that level of engagement.
02:27We think that means that we've got a really thriving, healthy brand.
02:30And, you know, we also have, just like in the instance of Marriott, you know, our associates in our banks and in our branches and in our financial centers, you know, really responding to feedback in real time to help resolve whatever customer obstacles are in the way and remove those and make for, you know, a great, happy journey.

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