Using Social Insights
Social Media for CEOs (And Other Hotel Executives)
“I don’t have time for social media.” No. You as a CEO or senior executive don’t have time for the incorrect use of social media. You cannot use the wrong listening strategy and get lost … Continue reading
How Hotels Can Use the Social Web To Build Guest Loyalty
The question of how to drive revenue growth has existed since the first hotels began experimenting with social technologies, and the need to measure impact has only increased with time. As we prepare for 2012, … Continue reading
The Rising Importance of Brands for Social Business Success
A few weeks ago I gave a presentation at the Travel Huddle conference in Dublin on the growing importance of branding in today’s complex, noisy communications environment. As time-starved consumers, we crave direction – and … Continue reading
Diversity In Hotel Social Media Strategy: Examples in PR, Service, and Operations
Some hoteliers view social media as one part of their marketing program, but I view it as at least three very different activities involving three different departments. Each approach needs people with a different skill … Continue reading
Using Social Media and Review Analytics to Guide Marketing Strategy
Note: This is a guest post written in collaboration with Martin Soler of WIHP. While online reviews understandably receive a lot of attention in the hotel industry from a reputation management perspective, there is another … Continue reading
Social Media and Review Analytics: The Next Frontier in Hotel Data?
Right now, the Hotel Data Conference is getting started in Nashville. This is a topic we think about a lot: what is the future of hotel data? From my observations, the one of the biggest … Continue reading
Stand Out From 95% of Companies By Doing This One Thing
Research published on MarketingWeb found that while 95% of large companies collect customer feedback, only 10% use the information to drive improvement actions, and just 5% of these companies actually communicate back to customers that … Continue reading
Does Your Marketing and Advertising Promote What Guests Actually Value?
One of the commonly overlooked benefits of monitoring your online reputation is that guest reviews can help you create more compelling promotional messages. Instead of guessing what people like about your hotels, you can use … Continue reading