For the most part, humans are anti-confrontational by nature (with the exception of people like Mike Tyson or Simon Cowell). Because of this, very few people will make the time to actually complain about something when they are unhappy. Think about it – the last time your order at the drive-thru was…
It is 6 to 7 times more expensive to acquire new customers than it is to keep a current one. –White House Office of Consumer Affairs, Some of the biggest factors leading to dissatisfaction and loss of return customers are: Customer Service – The way you handle your customers is…
A new study from Intelity suggests that hotels are seeing a great reaction to the addition of iPads in hotel rooms. Not only are hotel guests NOT stealing the iPads, but they are actually using them! As Skift reports… A new study by the company that makes the software for…
You have to love the simplicity of infographics. They take lots of complex numbers and statistics and simplify them for us normal folks. A new travel infographic from monetate does just that, with some interesting traveler stats–including, 61% of those shopping for a hotel room refer to traveler-submitted reviews when…
Could this win the award as the worst customer apology letter ever? We think so… (via FlyerTalk)
There are a lot of interesting stats in the new PwC’s Experience Radar 2012 report, but there are a handful that jumped right off the page. As HotelManagement.net reports… Leisure guests reported they were willing to pay a 20-percent premium for best-in-class issue resolution, while business guests reported they were willing…
The Aston Wakiki Beach Hotel might not be the most famous or luxurious hotel in Honolulu, but that doesn’t stop its “Guest Service Manager” from doing a great job with hotel reputation management on TripAdvisor.com. Of course, it’s easy to respond, when your guests have nothing but nice things to say… or Notice…
Hotel News Now has a great recap from a panel session titled “Travel Industry Leadership: Managing through Constant Change” from last week at the Global Business Travel Association Convention in Boston. It seems like the hot topic was the call for hotels to provide the next generation of travelers with the…
It’s a common refrain: Tripadvisor is susceptible to fraudulent hotel reviews. It’s not Tripadvisor’s fault. Whenever you allow anonymous users to post reviews from the safety of their desktop computer, you’ll always find those that abuse the system. It’s certainly easy for a guest to exaggerate the facts or for competitors to make up…
Funsherpa (via Infographic Journal) published a fun infographic on how social media has effected the travel industry. Of interest to us is that while 43% of travelers read reviews by others, only 16% of them are active in writing their own reviews. It goes to show just how hard it…