Back in January, Michelle Lapierre, Senior Director Customer Experience and Social Media, Marriott Rewards, told Loyalty360 that brand loyalty extends beyond revenue.
“We now have to take into consideration a much longer process to gain brand loyalists,” Lapierre said at the time. “It is no longer a look at how much value a loyal customer brings based on revenue, but how these loyal customers help to shape the brand.”
As a result, Marriott Hotels this week announced the launch of “VRoom Service”&ndash....