Marriott on the Move - Joins the conversation

It is great to see that Bill Marriott has started his own blog and is doing it right.  Comments are open and his staff is actively reading and responding to them. 

Marriott recently went 100% non-smoking and looks like the smokers are using comments to try and fight back.  Small thinkers would say this is why a brand shouldn't blog, but is is actually the reason why you should.  Giving unhappy consumers a voice and letting them know that you hear them allows you the opportunity to win them back.  After tons of negative comments, he posted (and spoke) about the decision and the business reasons behind it. 

I bet this direct conversation and honesty will help keep some of the business they may have lost otherwise.  I applaud them for blogging and doing it right. 

Read more at Threeminds (Organic), Neville Hobson and BlogWrite for CEO's