Transforming advocacy into promotion at numerous points in the customer journey becomes a continuation of your customer delight and a new form of “word of mouth”!
Cornerstones of outstanding customer service
By Nick Bocock: CORE Service Principles identify the fundamental cornerstones of customer service delivery and provide customer service actions essential to the delivery of outstanding customer service.
How to get your guests to write reviews
More reviews are better! The number of online reviews a hotel collects impact its revenue, as they affect both conversion rates and pricing.
Elevated guest safety in hotel lifts
By Stefan Vito Hiller: Overall, hotel lifts are very safe, but you must train staff how to manage lift rescues for those who get trapped in power outages and emergency situations.
Photos impact bookings more than reviews
By Frederic Gonzalo: Photos have a more powerful influence than reviews, not only in terms of generating traveler engagement, but more importantly in generating booking inquiries.
Use video to enhance your hotel’s website
The shift in travellers watching videos to plan trips presents a unique opportunity for hotels to attract more direct bookings.
What a mature tablet world means for hotels
By Larry Mogelonsky: As the middle child between desktops/laptops and smartphones, what are the best uses for tablets have in the hotel space?
The challenges for small hotels: Greece case study
Greek hotels – particularly the smaller ones – have been struggling the last few years. Here’s a closer look at what’s been prolonging the downturn.
Sitting is the new smoking – get your team moving
By Larry Mogelonsky: People are spending more and more hours in front of their computers and it’s killing them. Prolonged sitting has emerged as a new health issue.
Could lawyers destroy TripAdvisor?
By Larry Mogelonsky: Is an individual libel for damages caused by their negative reviews? And is this liability independent of whether their review is accurate or not?
