How Hoteliers Can Maximize Value From Sentiment Analysis

These days, brands can live and die by their online reputation, and research shows that hoteliers ignore online reviews at their own peril. According to a Cornell Hospitality Research study, electronic word of mouth helps drive revenue per available room (RevPar): A one-point increase in a hotel’s average user rating on a five-point scale makes customers 13.5% more likely to book that hotel, and a 1% increase in the hotel’s online reputation score can boost RevPAR by almost 1%.


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No More Silos: How Integrated Commercial Functions Improve Travel Provider Efficiency and Profits

When a travel provider’s commercial functions operate in a silo, with each section having its own key performance indicators and metrics, and its own data sets in different databases, it creates headaches for commercial executives. Isolated decisions made by the heads of commercial functions exacerbate the problem. Instead of focusing on profitability, each commercial function often ends up shaping and implementing models that focus on revenue. Inefficiencies, uncoordinated decisions and high costs abound.


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How to Prove the Value of Your Loyalty Program to Frequent Travelers


This past month was a great reminder for me about the value of airline loyalty programs because I realized the benefits of my relationships with two airlines via some attractive rewards and perks. However, the travel industry isn’t always proactive when it comes to reminding customers about the value that we receive from our loyalty.


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Dear Airline: You Have My Information. Now Use It.

If you’re anything like me, you’re tired of getting exactly the same offer from an airline website each time you book an itinerary.

I just booked my next trip to Chicago, and the first question was, "Would you like to buy insurance?" I checked the "No" box and the next question popped up: "Would you like to upgrade to business class for $169?" I selected "No, thanks," but was then asked, "Would you like to earn additional miles for $128?" I pressed the "No, thanks" button again and I was finally directed to the payment page. I flew more than a million miles with this airline the last 20 years and I’ve never opted for insurance, upgraded to business class or purchased additional miles. Although I've bought food and internet service on the plane, and paid to access the business lounge plenty of times, I was never offered the option of buying a meal or accessing the internet or lounge after I finished booking my itinerary.


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One Road Warrior’s Review of Two New Ways to Get Around

Like many consultants, I travel a lot for my job.  Because I work in the travel industry, I am unlike many frequent travelers in that I don’t always use the same suppliers. Part of my job is to stay abreast of trends in the travel industry, so when I hear about something new or different, I try to check it out on one or more of my trips. Recently, I’ve tried a couple of interesting services in the ground transportation space: Silvercar and O'Hare Personal Valet. Both meet longstanding traveler needs with new customer experience models. 


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