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

Posted by Glenn Hollister on Tue, Apr 05, 2016

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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The Competitive Advantage Competitors Handed to AAdvantage

Posted by Glenn Hollister on Thu, Oct 22, 2015

In my last post, I described how America’s three major carriers—American, United and Delta—seem very similar because they tend to quickly copy anything a competitor does that looks successful.


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The Sky of Sameness: Why Are AA, UA and DL So Alike?

Posted by Glenn Hollister on Wed, Sep 16, 2015

“Sea of sameness” is how my colleague Andrew Harris likes to describe a market with a number of undifferentiated players. I am adapting his term for the big three U.S. carriers—United, American and Delta—and now call the market they inhabit the Sky of Sameness.


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Loyalty Should Not Be About ‘What,’ It Should Be About ‘Why’

Posted by Andrew Harris on Wed, Aug 05, 2015

iStock_000002933343_SmallUpon arriving at the rental car facility this week, I was reminded yet again why I’m a habitual but not a loyal customer to my supplier.

As background, I travel a lot, and I am reasonably compliant with my travel program’s supplier usage guidelines. Consequently, I am an exceptionally valuable customer for my rental car supplier. My usage and spend tells the company that I’m a VIP. As a result, they reach into their bag of tricks and shower on me such benefits as upgrades and accelerated rewards.


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Dear Hoteliers, if You Want to Convince Me You Are Really Green, Do This…

Posted by Glenn Hollister on Wed, Jul 22, 2015

When I checked into my hotel room a few days ago and was putting my toiletries by the sink, there it was. And just like it usually does, it mildly irritated me. 


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