Customer Experience during Merger & Acquisition (M&A)

Customer Experience during Merger & Acquisition (M&A)
Student’s Name
Institutional Affiliation
Course ID
Instructor’s Name
Due Date
Customer Experience during Merger & Acquisition (M&A)
Merging of businesses comes with developments like price changes, diversity in the products or services offered, changes in customer service, and improved product quality (Chron, 2020). These effects of mergers can be positive or negative to the consumer.
Are the Elite Loyalty Program Member’s Expectations Reasonable?
Customer experience is an essential factor that should be considered when companies merge (Britt, 2019). Scholars suggest that mergers bring changes that can be stressful to customers, such as forced migration or integration to a new customer interface (Britt, 2019). Furthermore, mergers disrupt established habits and expectations, stress customer relationships, and test brand loyalty (Britt, 2019). In the merger between Marriott and Starwood Hotels' Loyalty Programs, the members expressed discontent in the customer service, long waits on calls, tedious automated systems, and transfer of records to the new program. These are genuine expectations and complaints from the loyalty program members.
During the merger, co...