Caryn Seidman-Becker

It is hard and it is fragile.

I also think you live in a consumer world of what have you done for me lately?

I used to say with Nike, they changed the game.

Like there used to be one sneaker every, I don't know, year.

And then they started speeding up innovation and it was like, what's the new sneaker?

Consumers want to be surprised and delighted.

All the time.

Often.

What have you done for me lately?

And so living in that world, you have to be launching features and products.

You have to have an accelerated product roadmap.

You have to talk about it.

Uber and Airbnb have done a really good job of having two launch points a year to talk about their products and innovation.

We just sort of put it out there.

Somebody was saying the other day, the heavenly bed that I think the Westin did, they did some event in Times Square and it was a big deal.

They said, we have better beds than some of our hotels, but we didn't tell anybody.

you've got to capture people's attention and you've got to surprise and delight them.

And you also have to apologize when you do wrong and make it right.

That's a great question and something, quite frankly, we're in the midst of.

We have a new chief product and experience officer who actually joined us.