Marriott, the chain of hotels,
is my incumbent.
Customer Trajectory is Inside Out and Outside In Both.
Outside In –
As it provided a platform for homeowners/property owners to rent out their properties
and created a new customer segment
AirBnB initially targeted travellers who were looking
for a spacious and comfortable
place to stay that is also affordable and functional.
Gradually AirBnB moved into luxury stays and
prime properties and targeted wealthy people who prefer luxury hotels. Now AirBnB is renowned
name in the hospitality industry. Thus, they started with travelers looking out for affordable places
and now are available in every segment and class. Gradually AirBnB will make a dent in Business
Accommodation as well which is a major customer segment for Marriott.
Thus they have taken a fair share of Marriott customers who prefer Marriott chain of hotels for
exclusive bonvoy experience.
Postgraduate Diploma in Digital Business