Identify three metrics that Marriott uses to track customer value and discuss how they are currently in use at Marriott.

Then, from this week's reading, especially Bendle & Bagga (2016) article, identify and discuss three other metrics that would be useful for Marriott to implement for evaluating customer value/satisfaction/loyalty.

Why do you recommend these three metrics?  What insights would they offer Marriott?

 

Bendle, N. T., & Bagga, C. K. (2016).The metrics that marketers muddle. MIT Sloan Management Review, 57(3), 73-82. http://ezproxy.umgc.edu/login?url=http://search.proquest.com/docview/1778414422?accountid=14580

 

Marriott International. (2006). Calculating & Reporting Customer Profitability:  Marriott Case Study, 73-83. http://ezproxy.umgc.edu/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=26452017&site=eds-live&scope=site