Congratulations to Starwood/Starwood Lurker for new book honor.
Feb 20, 2003, 9:53 am
#1
Founder of FlyerTalk
Original Poster
Join Date: May 1998
Location: Colorado Springs, CO
Posts: 6,540
Congratulations to Starwood/Starwood Lurker for new book honor.
A new book recently published titled "Creating Customer Evangelists - How Loyal Customers Become a Vounteer Sales Force" by Ben McConnell and Jackie Huba feature the example of the Starwood Lurker (yes, "Starwood Lurker" is even listed in the Index) as a best example of "practices to use as a beginning point for understanding how much customers love you." Besides the Starwood Lurker, the other two examples are Herb Kelleher of Southwest Airlines and Mark Cuban, the owner of the Dallas Mavericks. WOW, that is very high praise as a case study example and nice company to keep - Starwood Lurker.
Congrats to Starwood (and the Lurker) for this example which is now documented outside of FlyerTalk.
P.S. My copy of the book is enroute to the Lurker for an autograph.
Congrats to Starwood (and the Lurker) for this example which is now documented outside of FlyerTalk.
P.S. My copy of the book is enroute to the Lurker for an autograph.
Feb 20, 2003, 10:10 am
#3
Join Date: Jun 2000
Location: Santa Barbara, CA
Posts: 7,149
Congrats to SPG and William. Well-deserved. But let's not forget that about 2 years ago, the first six months of the SPG presence on the board was from Jae Knowlton, who helped us all by setting the bar pretty darn high for William. This honor probably is due a little to him as well. 
Feb 20, 2003, 10:56 am
#4
Moderator: American AAdvantage & Marriott Bonvoy
Join Date: Oct 2002
Location: PHX
Programs: American ExPlat; Marriott/SPG Lifetime Plat; Hyatt Globalist
Posts: 8,115
Congratulations, William! Recognition well-deserved (with the battle scars to prove it, I'm sure).
Feb 20, 2003, 11:18 am
#5
A FlyerTalk Posting Legend
Join Date: Feb 2000
Location: Cambridge
Posts: 63,597
Hmm, I don't know if Mark Cuban really deserves to be listed with William.
Feb 20, 2003, 11:24 am
#6
A FlyerTalk Posting Legend
Join Date: Dec 2000
Location: Potomac Falls, VA
Programs: AA Plat 2MM, MR Gold, Avis Pref
Posts: 41,109
Exactly what I was thinking, The Lurker is head and shoulders above Mark Cuban
How can we get copies of this book sent to Marriott Senior Management (Socrates is great but an official rep would be nice)
How can we get copies of this book sent to Marriott Senior Management (Socrates is great but an official rep would be nice)
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Plato90s:
Hmm, I don't know if Mark Cuban really deserves to be listed with William.</font>
Hmm, I don't know if Mark Cuban really deserves to be listed with William.</font>
Feb 20, 2003, 11:24 am
#7
Join Date: May 2001
Location: The Wild West
Posts: 1,334
Congrats, William! A well-deserved bit of recognition.
Feb 20, 2003, 11:32 am
#8
FlyerTalk Evangelist
Join Date: Apr 2001
Location: DCA
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Posts: 22,297
Well-deserved, indeed!
Forward a copy to the supervisor at review time, eh?
And don't forget, this isn't the first time that William has been in the news.
------------------
View from the Wing: A blog about Free Miles and Free Markets
Forward a copy to the supervisor at review time, eh?
And don't forget, this isn't the first time that William has been in the news.
------------------
View from the Wing: A blog about Free Miles and Free Markets
Feb 20, 2003, 11:48 am
#9
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Thanks to Randy and everyone else.
When I got here yesterday there was this large manilla mailer from someone I didn't know waiting on my desk for me. The first thing that went through my mind was I hope the mail guys soaked this in water for a while before they delivered it.
I opened it cautiously. Inside was a complimentary copy of the book and a very nice letter from the authors. It really charged my batteries to receive such an honor, even if the reference was a re-print of the USA Today article that Chris Woodyard did last February.
Showed it to my manager and I think he got more of a kick out of it than I did. I'm sure the folks at Starwood will order a few copies since it touches on a subject that is near and dear to our hearts.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
Cast your vote! Visit www.freddieawards.com and choose your favorite frequent travel programs today.
When I got here yesterday there was this large manilla mailer from someone I didn't know waiting on my desk for me. The first thing that went through my mind was I hope the mail guys soaked this in water for a while before they delivered it.
I opened it cautiously. Inside was a complimentary copy of the book and a very nice letter from the authors. It really charged my batteries to receive such an honor, even if the reference was a re-print of the USA Today article that Chris Woodyard did last February.
Showed it to my manager and I think he got more of a kick out of it than I did. I'm sure the folks at Starwood will order a few copies since it touches on a subject that is near and dear to our hearts.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
Cast your vote! Visit www.freddieawards.com and choose your favorite frequent travel programs today.
Feb 20, 2003, 11:56 am
#10
Suspended
Join Date: Dec 2001
Location: new york, ny, usa
Posts: 13,536
congrats. william and spg's customer care are certainly an integral party of HOT's success.
Feb 20, 2003, 12:09 pm
#11
Join Date: Feb 2000
Location: Pittsburgh
Programs: Whoever Has the Best Bonus
Posts: 5,183
I'm glad William is getting the recognition he deserves. Kudos!
Feb 20, 2003, 12:11 pm
#12
Join Date: Apr 2002
Posts: 352
Is there a Flyertalk & Amazon affiliated link to purchase the book?
Feb 20, 2003, 12:16 pm
#13
Join Date: Jul 2001
Location: New York
Programs: Bonvoy LifetimeTitanium, UA Plat 2MM, LHW LeadersClub, IHGPlat, HiltonDiamnd, ASMVPG100K, WyndDiamnd
Posts: 1,226
Kudos to William and Starwood. You are why I am a member of the sales force.
Feb 20, 2003, 12:19 pm
#14
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by TraveltheWorld:
Is there a Flyertalk & Amazon affiliated link to purchase the book?</font>
Is there a Flyertalk & Amazon affiliated link to purchase the book?</font>
Publisher is Dearborn Trade Publishing. Their web site is www.dearborntrade.com Also, the authors have a web site at www.CreatingCustomerEvangelists.com
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
Cast your vote! Visit www.freddieawards.com and choose your favorite frequent travel programs today.
[This message has been edited by Starwood Lurker (edited 02-20-2003).]
Feb 20, 2003, 12:28 pm
#15
Join Date: Oct 2002
Programs: Marriott Plat Premier/LT Plat; SPG Plat/LT Gold; Hilton Gold; Hyatt Plat
Posts: 2,356
You can always help me out so I can afford to renew insideflyer later this month :-)
http://www.amazon.com/exec/obidos/AS.../welookgoodcom
http://www.amazon.com/exec/obidos/AS.../welookgoodcom