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Nobody questions the importance or value of superior customer experiences. Technology solutions and business processes that enable Customer Experience Management (CEM) have become the focal point of practically every customer-facing […]

Propensity score modeling, also known as behavioral scoring, is a popular method of descriptive analytics which aims to calculate the likelihood of a user taking a particular action. In my […]

We live in a world where almost every person owns a mobile phone and instant messaging has become a communication priority, and where an email can look to grab between […]

Does the way guests find your hotel website matter? We’ve put together 8 questions to tell you where your guests come from, and how they behave once they’re on your […]

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 […]

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. […]

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 […]

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 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 […]

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 […]