Well I guess I’ve officially arrived in the 21st century. In February I participated in my first ever Twitter chat, along with my daughter, Debbie Marriott Harrison. And let me tell you, it was great fun!
When our communications department approached Debbie and me to try a Twitter chat with our worldwide business councils, my first thought was “what the heck is Twitter?” And, then, I thought, “well, why not?”
Embracing change has always been one of our company’s core values. We never stop searching for new ways to serve our customers or our associates. So when the opportunity came up for me to virtually chat with several hundred of our associates around the globe, I jumped at the chance.
With a millennial by our side to guide us on our Twitter journey, Debbie and I set off to find out how the Marriott culture is alive and well in our hotels. We had one computer screen set up with a map showing where the tweets were coming from and another screen displaying the tweets.
The first question we asked was, “What does the Marriott culture mean to you?” I loved hearing responses like “putting people first” or “family.” That’s what sets us apart from our competitors… that our associates treat each other like family. Taking care of our associates is essential to taking care of our guests.
Over the course of the next hour, Debbie and I asked questions and exchanged over 630 tweets. Even a cat joined the conversation… the “Algonqueen” from the Autograph Collection’s Algonquin Hotel in New York City.
We received nearly 40 million “impressions” on Twitter. I’m not exactly sure what “impressions” means but I was certainly impressed with the experience of connecting with our wonderful hotel teams.
I absolutely loved my first Twitter chat… So much so that I want to do it again! I hope you’ll join my next one!
I’m Bill Marriott and thanks for helping me keep Marriott on the move.