"We Know What You Said!"
...we are listening closely... everywhere! Broadly speaking, a hotel’s departed guest falls into one of three sentiment classes;...


It's all About the Relationships
...GDS providers once controlled over 80% of all air tickets. In the 1980s and 1990s, the Global Distribution Systems (GDS) were the...


Musical Chairs
The music stopped... Let the music continue. January 28, 2013 was when the music stopped for LodgeNet Interactive, at least as we knew...


"We Know What You Want!"
...no really, we do... you told us! In the previous “We Know Why You Stay!” article we focused on repointing our thinking toward the...


The Privacy Dilemma
Hotel guests explicitly expect that innkeepers will respect and protect their privacy as part of the guest-innkeeper relationship… There...


“We Know Why You Stay!”
...or do we? It would be foolhardy for hoteliers to assume all travellers are fixated on the lowest published room rate. One of the most...


CRM Strategy by Size and Segment
...from large to small, from luxury to select servcie. Any good Customer Relationship Management (CRM) professional will tell you that...


The Hotel Distribution Workhorse
A second generation hotel distribution technology still working hard in a fifth generation world… Commercial grade Hotel Electronic...


Right-Pricing
...a terrible thing happened last month on our consumer-direct, branded hotel website ! Not so long ago a leading upscale hotel brand was...


New Cards in the PCI Wallet
Hoteliers have - or have not - been listening to the imperatives delivered by all of the major credit card issuers known as “PCI...

