Originally Posted by
Dr. HFH
Yes, but not everything has to be the result of the carrot approach. For this year, I look at this more along the lines of Starwood saying, "Thanks for your business last year, doctor. We're starting a new PLT benefit in 2012; but because you were such a loyal customer last year, we're going to make it retroactive for you."
Absolutely, it doesn't have to always be the carrot approach. In this scenario though, I still think SPG missed a trick by allowing negativity to come out of what should have just been a positive message. As a marketeer myself I just think they dropped the ball on it and could have done it better. The impression I get from some email conversations this evening with someone from Starwood who has reached out to me after I made some comments in social media is that they genuinely didn't anticipate this possible negative response.