User Engagement or Guest Engagement?

As an aficionado, visiting hotels is the greatest pleasure but as a perfectionist, however, inspecting hotels with great names that look tired is not so much fun.
As we know, "tired" can be fixed at the cost of everyone's time and the owner's money. The real issue in hospitality is the human factor and getting it right is paramount, especially for luxury offerings: In a perfect world, this ought to be management's top priority. Is it really? Let's do the reality check.

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Loyalty goes the extra mile in travel

Checking out of a hotel room or disembarking a plane used to have a certain finality to it.
Travelers and brands parted ways at the end of the journey, and customer loyalty didn’t go beyond collecting miles or points.

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Six Habitudes Of Hotel Sales Success™

As my workshop participants and frequent readers know, I often talk about the new era of “Silent Selling,” where most correspondence is happening via email, app message or text. My recent train-the-the trainer articles have focused on a “tech for touch” approach for hotel sales success, so this month I’m focusing more on the “touch” part.

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Barefoot Luxury and How it’s Disrupting the Market

Traditional luxury spaces like grand hotels, Michelin-star restaurants, and luxury brand stores were always designed to impress people. They looked like holy temples, and while they were gorgeous, many consumers found them rather intimidating. But now — and over the next decade — luxury brands will have to radically rethink this approach. A lot of millennials already feel uncomfortable with the old luxury experience, and, not coincidentally, many traditional brands are having a hard time connecting with this generation, which currently accounts for around 45 percent of the global luxury market and roughly 70 percent of China’s luxury market.

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What the New ‘Ultra-luxury’ Means for Hotels

The value proposition of this firm is helping luxury brands to develop elevated service and transforming experiences, and while we serve organizations in the travel, retail, real estate, wellness, fine dining and financial services sectors, hospitality is our sweet spot. It’s the industry most purely defined by service and with the highest potential for delivering transformative experiences. It’s also a lifelong passion.

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