A fascinating paper on how Starwood is using FT (and FTers)
#16
Join Date: Jun 2001
Location: SWUSA / AA PLAT, SPG PLAT, AMEX CENTURION, HHONORS Diamond
Posts: 1,420
WE HAVE BEEN ABSORBED INTO THE COLLECTIVE. s- THE BORG
Just kidding. More power to starwood if they are astute enough to have this resource data-mined to come up w/ lessons learned and commercially-applicable conclusions.
Sure wish AMEX would spend a few bucks and subsrcribe to this [type of] study. Oh, how they could improve their Membership Rewards (and AMEX CENTURION benefits package) products with just a few tweaks and create true blockbuster affinity programs. Instead, AMEX seems to always evolve into marginality, whether intentionally or via neglect or simply via apathy. Repeatedly, AMEX announces their programs w/ a bang...and then lets them dilute and meander to marginality. What a way to run a business.
Starwood listens, apparently, and proactively researches and peeks and pokes...and they win the Freddy year after year. This is another confirmation for we spg members that shows starwood is tuned in.
William earns more "cool points" among his peers in this industry.
Just kidding. More power to starwood if they are astute enough to have this resource data-mined to come up w/ lessons learned and commercially-applicable conclusions.
Sure wish AMEX would spend a few bucks and subsrcribe to this [type of] study. Oh, how they could improve their Membership Rewards (and AMEX CENTURION benefits package) products with just a few tweaks and create true blockbuster affinity programs. Instead, AMEX seems to always evolve into marginality, whether intentionally or via neglect or simply via apathy. Repeatedly, AMEX announces their programs w/ a bang...and then lets them dilute and meander to marginality. What a way to run a business.
Starwood listens, apparently, and proactively researches and peeks and pokes...and they win the Freddy year after year. This is another confirmation for we spg members that shows starwood is tuned in.
William earns more "cool points" among his peers in this industry.
#17
Join Date: Feb 2006
Location: ANC
Programs: Hyatt Explorist, Marriott Titanium
Posts: 358
But I have to say it did make us all look like lab mice in an experiment didn't it??
I wonder how much Starwood had to pay to "find out" that it really is a good thing having Starwood Lurker on board?!! It's only obvious how positive that is for Starwood just reading the threads.
I wonder how much Starwood had to pay to "find out" that it really is a good thing having Starwood Lurker on board?!! It's only obvious how positive that is for Starwood just reading the threads.
#18
Join Date: Sep 2000
Location: Germany
Posts: 106
I agree, very interesting. I am curious to see how promotions and new hotel initiatives impact profits and occupancy percentages.
Can anyone shed light on this?
For example, when *wood offers a promotion to earn 2,000 bonus points after two stays, do hotel occupancy rates go up?
Can anyone shed light on this?
For example, when *wood offers a promotion to earn 2,000 bonus points after two stays, do hotel occupancy rates go up?
#19
Join Date: May 2004
Location: Northwest NJ
Programs: Starwood Platinum,Marriott Platinum, United Silver
Posts: 2,313
While Starwood should be commended for having the wisdom to use this board to foster even greater loyalty, it wouldn't have made a bit of a difference if William wasn't William. His responsiveness, concern and humor make a difference and put a sort of "face" on the faceless internet. It is a feeling that it's hard to see in the many charts the article contained.
My guess is that he'll end up as Starwood's VP of Customer Service at some point.
My guess is that he'll end up as Starwood's VP of Customer Service at some point.
#20
Join Date: Jun 2005
Programs: Delta: Platinum, Turkish: Gold (Star Alliance Gold); HHonors: Gold; Hyatt: Plat; SPG: Plat;
Posts: 139
Thanks William for all your efforts. I am sure Starwood is benefiting from the forum as we are benefiting from Starwood's (i.e William's) contributions to the forum!
#21
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,052
Looks like I'll have to post a little more often - only 140 last year.
SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happySPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy
SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happySPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy
#22
Suspended
Join Date: Feb 2000
Posts: 13,344
Might have been a glitch.
#23
Join Date: Dec 2005
Location: Washington, DC
Programs: UA1K, HH Diamond, SPG Plat
Posts: 558
I wonder, are the writers of the report are reading this thread?
Although I thought I posted frequently on the SPG and HHONORS boards, I am glad to see that I do not make it to the super-user level!
Although I thought I posted frequently on the SPG and HHONORS boards, I am glad to see that I do not make it to the super-user level!
#24
Join Date: Feb 2005
Programs: Marriott Lifetime Titanium (former PP), Hilton Silver, UA Silver, AS Member, Hertz 5*
Posts: 3,906
Looks like I'll have to post a little more often - only 140 last year.
SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happySPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy
SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happySPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy SPG room good stay good room upgrade like appreciate service good vacation promotions bonus points locations happy
#25
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,613
Fascinating read! I was surprised to see myself as the only MR-HH-SPG connector. Figured since those are the "big three" here, there'd be more of us that played 'em all with posting patterns that didn't make us a loyalist of any single one.
Also glad that the conclusion was that an active, uncensored lurker is a good investment. ^
Also glad that the conclusion was that an active, uncensored lurker is a good investment. ^
#26
FlyerTalk Evangelist
Join Date: May 1998
Location: Texas, U.S.A.
Posts: 19,523
From the report:
Are they trying to suggest that our Starwood Lurker is simply a Troll that's come out of the closet?
Company posters who do not identify themselves and try to promote their brands are commonly referred to as “Trolls” on boards like FlyerTalk. Trolls are not well liked and usually easily spotted by the super users.
#27
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Two things, really. One, thanks for the kudos...deserved or, no doubt in some instances, undeserved.
Two, I would not assume that Starwood or SPG sponsored this study.
But, it is pretty fascinating what people can do with software and other analytical devices these days.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
#28
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,613
The purpose of the paper is to promote the AA and their toolset; all SPG had to do was grant permission to use the data and findings from the FT research as their case study.
#29
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
#30
Moderator, Hilton Honors
Join Date: Nov 2003
Location: on a short leash
Programs: some
Posts: 71,424
Interesting table on pg 11 too - confirming FTers are highly over-represented in the higher statuses.