The popularity of online reviews and the importance of social media are changing the way that hotels are approaching how to gather customer feedback.
At the sharp end of hotel revenue and reputation management in India
April 29, 2013 By 5 Comments
A few weeks back, I spoke at a conference organized by Travelclick and IDeaS in Mumbai, primarily about how social media and online reviews are changing the landscape of hotel revenue management.
Proactively managing online reputation works for hotels – so here is how you do it
January 21, 2013 By 2 Comments
Many hoteliers today view reputation management as a reactive discipline of monitoring reviews and social media and responding to reviews in a way that ensures customer know that they care.
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The billboard effect: One resort’s journey towards a true social ROI
October 25, 2012 By 2 Comments
The noise surrounding social media’s true value to the bottom line – the much-derided “social ROI” – has reached fever pitch recently, with some studies suggesting that many airlines have no ROI value for social. But what about hotels?
Revinate grabs $14.5M funding round, travel reputation management becomes a big deal
July 25, 2012 By 4 Comments
Further validation of a growing sector in the industry with Revinate capturing a healthy funding round in the form of $14.5 million from Benchmark Capital and Formation 8.
Startup Chic vs Corporate Geek: Can Gen-Y retention predict success?
August 25, 2011 By 6 Comments
A 2011 study on global employee engagement by BlessingWhite Research revealed that of all generations currently in the work force, Generation Y is the highest retention risk for employers this year.
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The rise of social media and customer monitoring in travel
May 23, 2011 By 5 Comments
Clarabridge is the latest company trying to capitalise on what appears to be a growing need from travel and tourism companies to understand reviews and feedback by customers.
Part Two of Two: Hotel revenue management, meet reputation management
April 8, 2011 By 3 Comments
In my last post, I discussed how social media has enabled a new measure of hotel performance: the Guest Satisfaction Index (GSI).
Part One of Two: Hotel revenue management, meet reputation management
April 7, 2011 By 7 Comments
The guest satisfaction index: The next big measure of hotel performance.
Peeling back the onion on travel social media intelligence services
March 18, 2011 By 12 Comments
About a year ago, we began looking at the competitive landscape of Social Media Intelligence (SMI), aka Social Media Monitoring, tools to advise a software company’s strategy to build its own service.
