customer engagement
The “No Problem” Problem
Roger Wolkoff | June 5, 2019
By Roger Wolkoff I walk into the hotel, wheeling my luggage and briefcase behind me. I am taken aback by the spacious and open modern lobby. I approach the front desk, and Carlos greets me with a smile. We have a friendly exchange - how are you doing, did you have a good flight, how do you like our city - that kind of thing. I ask for a restaurant recommendation for dinner, and he tells me about a fascinating off-the-beaten-path bistro that has excellent reviews. I thank him, and he says, "No problem." And there it is. Hanging like a lead balloon. No problem. What's the problem with "no problem?" It's an inhe...
The Mobile-First World Creates Tremendous Revenue Potential for Hoteliers
HEBS Digital | February 14, 2019
By Max Starkov Hoteliers face a challenge in 2019: Creating and managing a robust digital presence in an increasingly mobile-first environment. This means investing in mobile technology and marketing that enables the best user experience while achieving maximum engagement, regardless of device. The explosion of mobile customer engagements creates a tremendous upside opportunity for smart hoteliers who invest in and take advantage of this rising tide of mobile-obsessed travel consumers. The shift from desktop to mobile and tablet devices continued its steady pace in 2018. More than 58% of web visitors and more than 51% of page views wer...
GCommerce and NAVIS Announce Strategic Partnership
NAVIS | February 7, 2019
Hoteliers will now have a turn-key marketing solution bringing digital reservation data and offline reservation data together. Park City, Utah, February 7, 2019 – NAVIS, the only complete hospitality CRM provider, and GCommerce, a leading, hospitality digital marketing agency, announced a strategic partnership today to bring a full-suite of marketing and customer engagement solutions to the hospitality industry. The two companies have worked closely together over the last 5 years, but today they officially announce their formal alliance. Hoteliers now have the opportunity to leverage the expertise of both companies to increase direct boo...
Lodging Interactive Rolls Out Commingle:Engage Total Customer Engagement Services
Lodging Interactive | November 1, 2018
Lodging Interactive, an award-winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today announced the launch of commingle:engage, a total customer engagement solution for hotels and resorts. commingle:engage is a fully managed service that enables properties, of any size, to effectively build customer loyalty through personal, one-on-one, customer engagement with new and past guests. "Since 2006 we've successfully established CoMMingle as the leading provider of guest reputation management and social media marketing services exclusively for hospitality," stated DJ Vallauri, Lodging ...
Unlocking the Mystery Behind Travelers Planning and Booking
MyTravelResearch.com | May 15, 2018
Carolyn Childs, strategist at MyTravelResearch.com, says there are simple things travel brands can do to capture the traveller at the key planning and booking stages of the customer journey Moving the customer from planning to booking is the eureka moment for travel firms. It's the pivotal minute on the customer's path to purchase. That journey comes in stages: dreaming, the decision to go, planning, booking, anticipating, on the trip, and post-trip sharing. Travel industry specialists MyTravelResearch.com have written extensively about the stages of the customer journey. In a new report, Carolyn Childs, co-founder of the travel intelli...
Mobile Websites vs. Apps: The Final Showdown – Part One
Mike Murray | September 26, 2017
By Mike Murray As we discussed in our most recent article, "Millennials + Mobile: A Match Made in (Hotelier) Heaven," mobile is the best booking, marketing, and engagement channel available, to reach the world's largest generation – Millennials. So, if your property hasn't already gone mobile, what are you waiting for? Perhaps – as is the case with many hoteliers who haven't – you are wondering whether it is better for you to invest in a mobile website, an app, or both. Today, I'm here to tell you about the benefits and downfalls of each mobile channel; however, because there is just so much important information to co...
Avoid These Worthless Questions in Customer Service or Pay the Price
Dr. Dennis Rosen | November 29, 2016
by Dr. Dennis Rosen As a former university professor, I figured out a while ago that a common classroom question my colleagues and I had been asking for years is pretty much worthless. Go ahead - guess what the question is. Sorry, your time is up. The most worthless question we ask in the classroom is, "Are there any questions?" It's worthless because it almost never gets a response, maybe because the students are embarrassed to ask (or think asking will lengthen the class). Even worse, when I would get no response, I assumed that meant there actually were no questions - that everything I had said had been understood. Late...
Which Hotel Type is Growing Fastest/Slowest on Facebook?
RyanSolutions | September 1, 2015
Hotels come in all shapes and sizes. Their marketing does too. Which got us thinking, do certain types of hotels experience more growth or engagement on Facebook than others? Here's what we're seeing. The Goods To find our answer we looked at over 7,000 U.S. hotel Facebook pages with a combined 40,000,000 fans and tracked their engagement and fan growth over the space of 90 days between May and August 2015. We then grouped these hotels by a few common types, features, or locations. Hotels that promote airport access or proximity came out on top with 9.8% growth and 10.9% engagement. Hotels with casinos came in at the bottom for growth (...
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