Interview with Roy Barnes of the Marriott

Roy Barnes is the former head of customer experience for the Marriott. He belives that most companies aren’t run by the CEO’s or even Senior management. Most companies are run by the people who show up every day to push the mission and vision forward. It is the employee, their interest, heart and engagement that drive customer satisfaction…in all but a handful of circumstances, it is the human side of company/customer interaction that proves the difference. Proof ultimately is in the numbers. It is in the levels of satisfaction and engagement that a company’s customers have that drive financial performance in the long term. At Marriott, Roy Barnes and his team was able to quantitatively prove the value of customer engagement to the profitability of the business. If you can, this is job one for the chief customer advocate.