guest
The Vast & the Various: Your Guest is Driving, Buckle Up
Blog Soundbites: Loyalty programs need to go beyond instant discounting to humanize the guest experience Discounts aren’t enough for hotels to call a loyalty rate a loyalty rate Hotels shouldn’t worry […]
Five pre-stay communication techniques to help improve your guest experience
Many hoteliers tend to think pre-stay communication isn’t really that important – the guest has booked, their business is secured, the real focus comes while they’re actually at the hotel. […]
Enabling technologies for hotel guest experience management
According to The 2017 Smart Decision Guide to Hotel Guest Experience Management, released last week by Starfleet Research and currently available for complimentary access, technology expenditures this year are largely […]
As a Shopping Tool, Consumers Rate Online Business Review Sites Highly
TripAdvisor, Yelp, consumer associations, and company websites all offer product and services reviews, although a third of Americans say search engines are their starting point for finding recommendations, according to a […]
The virtuous circle – inspiration, personalisation and trust
The modus operandi of the travel industry is to leverage promise and exploit curiosity, tapping in to an emotional fear-of-missing-out as it urges us to invest in experiences and exploration […]
What drives guests to be promoters of your brand?
In previous research conducted, we’ve seen that the Net Promoter Score has a positive correlation to a hotel’s TripAdvisor rating. Of course, that makes sense, a positive review would hopefully […]
How do Smart Hotel Companies Actually Handle Guest Reviews?
Key Takeaways: 1. Positive Reviews = Flag Happiness = More Deals for the Flag and the HMG One of the primary reasons that HMG operations execs place such high emphasis […]
How Loyalty Programs Help Your Hotel’s Reputation
Hospitality has always been a highly competitive industry, especially nowadays – with additional options from Airbnb and similar companies. Therefore, hoteliers need to step up their game and engage with […]
How Kimpton Hotels is using ‘karma credits’ to drive loyalty
Airline loyalty programmes are often transactional but surprising and delighting guests might be more effective. As airlines revamp their loyalty programmes, typically replacing mileage-based credits with dollar-based credits, potentially they […]
The Painful Truth About Hotel Loyalty Programs
For years, marketing gurus and experts have taught a hotel to focus on driving bookings from their loyal customers. These are the guests who book a few times during the […]
