Dear hotel owners and managers, Since the beginning of Experience Hotel, nearly 5,000 marketing directors, revenue managers, GMs and owners representing more than 11,000 hotels have contacted us with a “CRM need”. Through all these meetings, it became clear that not everyone had the same need. In reality, the term “CRM” is a bit too generic; it reflects many different types of software for various types of businesses. Some of you need a solution to…
Dear hoteliers, I was recently in contact with Lauriane, a marketing & communication manager for four hotels located in Paris. We discussed the challenges…
Dear hoteliers, Recently, I read a fantastic article written by a hotel consultant who explained that CRM tools are one of the worst things…
Dear hotel owners and managers, Today, I’d like to talk to you about the various levers that affect the customer journey, from the initial idea of the stay to the time after the stay. Thomas Yung, e-reputation consultant and manager of Artiref and My Hotel Reputation, is co-writing this article with me. We have pooled our expertise to identify 41 factors to understand and remember throughout the 11 stages of the customer experience in the…
Dear hotel owners and managers, I know that 95% of people mix their online reputation and guest satisfaction analysis. I did the same thing…
Have you ever wondered how to reduce your OTA commissions? How to become Number one on TripAdvisor? Or how to make more benefit with your RMS?
Our Master Classes and Webinars aim at answering all these questions. Check it out!
To download the HD Infographic, click here Dear hotel owners and managers, Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year. The responses have been pouring in! A total of 5,863 responses have been analyzed and classified. Some of them are what we…
Dear hotel owners and managers, The title says it all! Today we’ll be discussing the cancellation policies for direct bookings versus Booking.com. With the…
Dear hoteliers, I have recently launched a Master Class that has been seen by more than 600 hoteliers all over the world in less…
Dear hoteliers, Many of you have asked me if points cards are an effective method to increase the loyalty of your direct hotel customers. Unless you are a known chain that owns hundreds of hotels around the world, my answer is: no. Of course, the title of my article is meant to be humorous: Booking did not change its loyalty program overnight! I just wanted to highlight the fact that the largest distributor with unlimited…