By Feature Writer Janet Gerhard: There was a time when customer experience measurement (CXM) was founded in marketing sciences and had reliable technology. Now, the tables are turned. Instead of having marketing sciences and data analytics at its core, CXM is completely technology-driven. The same quality measures are in place, but new needs compel us to focus on the technology. And, if your CXM program isn’t keeping up with technology, your program is viewed as falling behind.
Three Customer Service Lessons from the Food Industry
By Jim Sullivan: Excellent customer service is a byproduct of excellent leadership, and no one knows that more than those in the restaurant industry.
The Pursuit of Localism in the Global Hotel Business
By Greg Oates: The idea of a neighborhood hotel acting as a community portal with a strong local following has become a market differentiator for an exciting batch of new hotel brands. Within the last decade, the large global hotel brands have jumped on the trend, and there’s also a new wave of mid-market brands reimagining the localism trend for middle income brackets and secondary markets. Now, throughout the hospitality industry, there’s widespread realization that delivering a more immersive, layered travel experience for today’s more educated and connected traveler is, if not a necessity, a competitive advantage.
China Business Travel Spend to More than Double the Rate of the US in 2014
Despite Slower Than Expected Business Travel Growth, China Remains On Track to Become The World’s Largest Business Travel Market.
Hospitality Complaints: The Silent Complainer
By Feature Writer Matt Shiells-Jones: This series starts with potentially the most dangerous type of complainer for your business – the silent complainer.
Opening a Hotel in China: What Am I Doing, Really?
By Feature Writer Yoland Perras: Some have asked what I actually do as a pre-opening GM. Given that my pre-opening period for the project has been extended, my current tasks are mainly focused on technical aspects, as below.
Frits van Paasschen Applies Healthy Lifestyle to Starwood Hotels
By Scott Mayerowitz: Since taking over as CEO in September 2007, van Paasschen — who is vegan — has injected parts of his lifestyle into Starwood's hotels. He's changed menus to make them healthier, for instance, and made it easier for road warriors to work out.
Ten of the Best Restaurants in Paris
You'll find some of the world's very best restaurants in Paris. Food writer Alexander Lobrano selects the best of the best, with a galaxy of Michelin stars between them.
Hoteliers Take Time to Respond to Online Reviews
Hotels are spending longer responding to online reviews, according the third annual "European Hotelier Pulse-check" by Choice Hotels Europe.
Is Your Hotel As Good As You Think It Is? Part: Four
By feature writer Brett Patten: When it comes to creating a memorable guest experience, what has the ability to achieve a high level of customer loyalty conversion?
