Scent is our most powerful connector – more closely tied to our memories and emotional associations than both visual and auditory stimulus – and it can be leveraged to influence customer behaviour.
Treat customer service as an investment, not a cost
Many companies think they are providing good customer service, when, in actual fact, their customers are saying otherwise.
What’s next for the Soap Index man: insights from hotelier Wulf Van Alkemade
Wulf Van Alkemade started in the hotel supply business and cofounded the citizenM hotel chain. Find out what he’s investing in next.
How the digital concierge is redefining the hospitality norm
Apps aim to make life easier, and whether you’re the hotel owner or the guest, there will now be an app available for most functions of the stay.
Can virtual reality change the way event spaces are booked?
Whether you’re providing a better way for event planners to evaluate your space ahead of time, or turning the tech into an additional feature of the venue, virtual reality can be a valuable tool to increase event bookings in your space.
Value co-creation in hospitality – a transformational challenge
Today’s consumers are networked, active and informed, and their expectations no longer fit into a traditional concept. Differentiation through co-creation as a business strategy encourages a more active involvement from the customer to create a value rich experience.
A three-step plan to boost your group event sales conversions
The voice channel is emerging as a viable intermediary between being lost in the noise of electronic RFPs and landing a personal meeting with a much-vaunted handshake at the end.
Mobile has become the disruptor, if not the disruption enabler
Hoteliers need to understand that the potential stemming from mobile adoption is not only important; it’s become a must to reach today’s hard-to-attract consumers.
Leaders can make or break an organization
The shape and personality an organization falls into directly depends on the dominant traits of the top leader at its helm.
Talent management is all about retention and development
If your hotel can retain staff, you can improve productivity and profit, and if it develops managers well, pays moderately well and gives more performance recognition and development opportunities, associates are more likely to stay.
