Loyalty to Brand

" The Brand is the amusement of the park; the product is the souvenir."
Nick Graham, CEO, Joe Boxer

How often do you find yourself proud, walking with your friends wearing Nike shoes? or listening to your friends arguing over their Blackberry and IPhone strengths? If you ever watched Carrie Bradshaw in Sex and the City who worships Manolo Blahnik. They are just some from millions people who are devoted to certain brands. You cannot call them customers nor clients. These people are believers of the brands as their religions.

These fanatics build community. They are waiting for the brand updates, run after the new products and they are the best persons to promote the brand.

Hence, every company strives for loyalty to their brand.Their efforts are a long journey. In hotels that provides service, for example, it starts from one person at a time to create an excellent service till developing a service culture that all guests could associate to the brand. So when the guests hear the name of the brand they remember the best service that we provide.

Mainly, there are four points that drive brand loyalty: quality and consistency, excellent execution, personalized service, emotional connection for guests and clients. a note from loyalty beyond reason to brand

Utilize Your Talents via Leadership University

“If we really want to have a competitive edge, we can’t just have one leader at the top, we need leaders throughout the organization”
Tom Monahan


In journey to the success of any organization, you cannot have only one leader on top. A wonderful emperor needs his great generals and troops. These great leaders do not just appear in a second. Their potentials are identified and developed. Surprisingly known, that only 5 to 10 percents of one's potentials are visible, the rest is buried unknown. As an evidence, how often you found your friends are unexpectedly a great writer, designer or communicator?

Hence, it is significant to have a framework how talents are found and built up. We have acquainted with Leaders Guide, Leadership Training, Communication for Leaders and more, but can you imagine to have a 'Leadership University'? A framework that selects its best high petentials, review their expectations and their superiors', makes performance agreement- agreement of later results, administers pre-test before its three days training sessions, continues with post test and last but not least framework that requires participants' superior to evaluate the results based on 30 days, 60 days and 90 days evaluation and interview before certification. And that is only for one skill

Six Sigma : Doctors and Researchers

At Starwood, we pursue perfection and cure all sickness. Just like laboratory at school or researches in all universities, here we actually face the disease and put efforts to find the cure. From the loss of linen, energy, associates knowledge that is trending down, to upselling. Best practices from different properties are shared in an exclusive site Starwood One, a site i often called supermall for knowledge.

Initially, some most high potentials supervisors or managers are identified and selected to join Six Sigma Training as Green Belt. They have to join 5 days training which full of presentations, tasks and homeworks. They are treated as valued guests in first class hotel but none of them have a chance to enjoy the luxury since all they concern only to their assignments. Failure in the training means waste thousands dollars of training fee and travel expenses, not to mention credibility test their knowledge and skills.

If they succeed, two projects are waiting to be administered in their home-property. Succeding this, then finally they are granted as certified Green Belt

Daily Insights : in the boardroom

Morning rituals are one of most important things for everyone. It is how you start your day. It is how will you get through the day. Some hotels may call it morning briefings or daily chanting. It is best to inspire your associates in the beginning of their work rather than fighting them in the end for mistakes and inefficiencies.

Some of this may start with occupancy report, sales efforts, golf tournaments, guests complaints, daily plans and activities. But it always ends with today's insight, as below:

Card 44: The gift of time
"he who every morning plans the transactions of the day and follows out that plan, carries a thread that will guide him through the maze of most busy life. But where no plan is laid, where the disposal of time is surrendered merely to the chance of incidence, chaos will soon reign"
Victor Hugo, French Poet and Novelist

Day 02
how can I better juggle my priorieties to ensure that all of the important items are getting the appropriate amount of attention?

This card will be shared and relevant questions will be discussed. The insights is also shared in daily newsletter 'What's On' that consists of the day occupancy, associate birthday, event, tournament, daily walk etc.