Comments on: Buy me a cookie, dude – Marriott Customer Survey http://www.christopherspenn.com/2008/04/22/buy-me-a-cookie-dude-marriott-customer-survey/ Fri, 19 Mar 2010 18:07:38 -0700 http://wordpress.org/?v=2.9.2 hourly 1 By: Peggy Flynn http://www.christopherspenn.com/2008/04/22/buy-me-a-cookie-dude-marriott-customer-survey/comment-page-1/#comment-3068 Peggy Flynn Mon, 28 Jul 2008 22:41:08 +0000 http://www.christopherspenn.com/?p=404#comment-3068 Hey, I love free stuff. I'll do a survey... I'm from the Bay State and I will give a 5 when warranted.... And, Chris...just so u know..I had a very, very bad experience with US Air just yesterday....but hopefully getting resolved....Exec. Office handling. Spoke to very nice C/S people, although none of them could assist me, they were pleasant. They did help others....They just couldn't get me to where I needed to be on time because I ran in to one who made a mistake....I'm home now....never did get to where I needed to be. Here's hopin' Hey, I love free stuff.

I’ll do a survey…

I’m from the Bay State and I will give a 5 when warranted….

And, Chris…just so u know..I had a very, very bad experience with US Air just yesterday….but hopefully getting resolved….Exec. Office handling.

Spoke to very nice C/S people, although none of them could assist me, they were pleasant. They did help others….They just couldn’t get me to where I needed to be on time because I ran in to one who made a mistake….I’m home now….never did get to where I needed to be.

Here’s hopin’

]]> By: Mike Gilchrist http://www.christopherspenn.com/2008/04/22/buy-me-a-cookie-dude-marriott-customer-survey/comment-page-1/#comment-2819 Mike Gilchrist Sat, 28 Jun 2008 22:22:07 +0000 http://www.christopherspenn.com/?p=404#comment-2819 Hey I started a company that actually does this and in exchange you are entered into a real drawing for various items. I have given away lots of things most of them do not exceed $150 and yes I make far more then that, but if I paid each person then it wouldn't be as nice to do. Anyways it is potentially something in return for your time which is about 3-5 minutes depending on how fast you read. Hey I started a company that actually does this and in exchange you are entered into a real drawing for various items. I have given away lots of things most of them do not exceed $150 and yes I make far more then that, but if I paid each person then it wouldn’t be as nice to do. Anyways it is potentially something in return for your time which is about 3-5 minutes depending on how fast you read.

]]> By: mike mcallen http://www.christopherspenn.com/2008/04/22/buy-me-a-cookie-dude-marriott-customer-survey/comment-page-1/#comment-2458 mike mcallen Wed, 23 Apr 2008 06:11:19 +0000 http://www.christopherspenn.com/?p=404#comment-2458 I just finished shooting some really simple videos for the Doubltree Hotel in San Jose California. They give you a cookie when you check in. (except Chris Brogan said his was a tad stale but from a different doubletree) They just started a blog. http://sanjosedoubletreehotel.com/ Skip the survey and stay at Doubletree Chris and get a warm cookie mike I just finished shooting some really simple videos for the Doubltree Hotel in San Jose California. They give you a cookie when you check in. (except Chris Brogan said his was a tad stale but from a different doubletree)

They just started a blog. http://sanjosedoubletreehotel.com/

Skip the survey and stay at Doubletree Chris and get a warm cookie

mike

]]> By: Mike Maddaloni - The Hot Iron http://www.christopherspenn.com/2008/04/22/buy-me-a-cookie-dude-marriott-customer-survey/comment-page-1/#comment-2457 Mike Maddaloni - The Hot Iron Tue, 22 Apr 2008 19:35:00 +0000 http://www.christopherspenn.com/?p=404#comment-2457 I don't know if this is true or not, but I heard years ago that New Englanders will never give the top ranking in a survey, so if it's from 1 to 5 where 5 is the best, they will always give a 4. Thinking back over my life growing up in the Bay State, I would agree with that. Now if JW had a blog, I would surely respond to a post over filling out a survey. Half the time when I fill them out, I feel like I have not shared what I truly felt about the experience, rather simply proving whatever point the surveyor wanted. mp/m I don’t know if this is true or not, but I heard years ago that New Englanders will never give the top ranking in a survey, so if it’s from 1 to 5 where 5 is the best, they will always give a 4. Thinking back over my life growing up in the Bay State, I would agree with that.

Now if JW had a blog, I would surely respond to a post over filling out a survey. Half the time when I fill them out, I feel like I have not shared what I truly felt about the experience, rather simply proving whatever point the surveyor wanted.

mp/m

]]> By: John Johansen http://www.christopherspenn.com/2008/04/22/buy-me-a-cookie-dude-marriott-customer-survey/comment-page-1/#comment-2455 John Johansen Tue, 22 Apr 2008 17:24:38 +0000 http://www.christopherspenn.com/?p=404#comment-2455 I'm going to come at this from a different angle. Providing this survey may not elicit a response from anyone that's had a good or even mundane experience. But, it might be a good way for the hotel to capture complaints. People who want to complain don't necessarily need the same reward that you are looking for. Regarding the CEO signature, it's the intersection of marketing and customer service. The CEO signature is meant to reflect this mentality is present throughout the company. It's symbolic. And the survey is part of a larger branding initiative ("We care about you") even if Florence is the person who actually receives it. I think you're justified in noticing that this particular message doesn't apply to you. But it's not necessarily that the content is incorrect, rather the targeting of something like this is difficult to get right. I’m going to come at this from a different angle.

Providing this survey may not elicit a response from anyone that’s had a good or even mundane experience. But, it might be a good way for the hotel to capture complaints. People who want to complain don’t necessarily need the same reward that you are looking for.

Regarding the CEO signature, it’s the intersection of marketing and customer service. The CEO signature is meant to reflect this mentality is present throughout the company. It’s symbolic. And the survey is part of a larger branding initiative (“We care about you”) even if Florence is the person who actually receives it.

I think you’re justified in noticing that this particular message doesn’t apply to you. But it’s not necessarily that the content is incorrect, rather the targeting of something like this is difficult to get right.

]]> By: Christopher S. Penn http://www.christopherspenn.com/2008/04/22/buy-me-a-cookie-dude-marriott-customer-survey/comment-page-1/#comment-2453 Christopher S. Penn Tue, 22 Apr 2008 17:14:03 +0000 http://www.christopherspenn.com/?p=404#comment-2453 I think my server gave you a cookie, sir. :) For anyone who comments, I will take a few cookies from the hotel coffee table and hold onto them. The next time I see you in person, you shall receive one stale cookie for commenting. I think my server gave you a cookie, sir. :)

For anyone who comments, I will take a few cookies from the hotel coffee table and hold onto them. The next time I see you in person, you shall receive one stale cookie for commenting.

]]> By: Clinton http://www.christopherspenn.com/2008/04/22/buy-me-a-cookie-dude-marriott-customer-survey/comment-page-1/#comment-2452 Clinton Tue, 22 Apr 2008 17:05:19 +0000 http://www.christopherspenn.com/?p=404#comment-2452 Not sure about this one, Chris. If I go into a restaurant and there are survey cards on the table, I don't expect a free desert if I fill it out. Also, think about this, you don't get a cookie for replying to a blog post that asks a question, do you? Although... ;-) Not sure about this one, Chris. If I go into a restaurant and there are survey cards on the table, I don’t expect a free desert if I fill it out. Also, think about this, you don’t get a cookie for replying to a blog post that asks a question, do you? Although… ;-)

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