You may have seen this from the SVP of Global Loyalty, but if you haven't, here ya go...
While he's reflecting back on a busy year full of challenges, why no mention of the data breach with a little update? No real dates of the new brand-name release? No word on what is coming next (because Marriott and Starwood are far from being 100% merged)?
Lots of words without saying much. It boils down to: "Be patient, we're still working on it."
Yes. I received this email as well. Although light on substantive information, I did appreciate the sentiment.
He also said absolutely nothing about royally screwing the former SPG members!
"Memorable travel experiences" - - - hmm . . . seems of late, more postings on MRI are about bad memories.
I did not receive this email, but this my interpretation.
It is year end memo and they have to say something "even if it is nothing" substantial. We are thing thinking of you and hope you understand the difficult challenges we had to overcome as we move to reintroduce you to our new programs in 2019.
Hey, it is just a normal Christmas message from someone on Mahogany row that was written by someone in cubical central. The title gave me hope that there would be something of substance but that is fine. However given the season, it is fine to keep a positive note and send it out to the customers.
I got it. "Dear Ann". Seems like an annual end of year "we value you" email with teasers regarding the 2019 changes that have already been leaked. Nothing new.
As for actually feeling valued, I don't. This past year was the year I felt least valued even though I hit 97 stays, the most ever.
For now, I'm waiting and seeing.
So, what am I supposed to think about not receiving the email? It’s a warm enough sentiment, but there should have been much more like it all along. David should be reaching out to the entire membership on a regular basis with updates. Communication from the Marriott Rewards team has been poor. They own the fumbles, bumbles and stumbles in execution, and I might forgive one here and there. Mergers are hard. What I am most critical of is the lack of transparency in communication and change management. They haven’t owned the stumbles - until now, many months later after dragging the membership through one disappointment after another. And, no, I didn’t get the email at all, so it doesn’t count for anything for me. In fact, I’m downright disappointed that I didn’t get this email. More of the same...
Retrieving data ...