If you consider the number of problems that can befall hotel customers during a stay, it can be a bit overwhelming. Broken remote controls. Plumbing problems. Noise from adjoining guestrooms. Incorrect orders from room service. Room key issues. HVAC issues. Kids running in the halls. Not enough chairs at the pool. Slow service in restaurants. Incorrect room type at check-in. And the list goes on and on. Studies show that product problems account for nearly sixty percent of all guest complaints. But there is one problem – over and above all others – that causes not only dissatisfaction, but a complete break in a hotel customer's trust. What could negatively impact hotel customer loyalty so greatly? According to data-analysis firm Market Metrix, staff-related problems in hotels can lead to a whopping 26.2% drop in guest loyalty . Service problems, on the other hand, make up a much smaller portion of reported problems, but have a much more dramatic impact on guest loyalty. Just look at staff-related problems in the table below. They are only 4.7% of reported problems. But staff problems punch way above their weight causing loyalty to plummet by over 26 points when they do occur. On the other hand, the nearly 60% of hotel customer complaints COMBINED only account for a 12% drop in hotel customer loyalty. This study begs the question: With such a large number of guest product complaints, how much time is your hotel spending to fix staff problems? Television remotes can be replaced, but a disengaged hotel customer may be lost forever. The post The One Problem that Costs Hotels the Most Customers appeared first on Kevin Donahue.
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I posted to blog.kevindonahue.com
The One Problem that Costs Hotels the Most Customers
http://blog.kevindonahue.com/archives/2012/12/17/the_one_problem_lose_hotel_customers/
December 17 2012, 1:55pm | #
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I posted to blog.kevindonahue.com
3 Great Sales & Customer Service Reads for the Week
http://blog.kevindonahue.com/archives/2012/12/04/3_great_sales_customer_service_reads/
Here are three short, compelling reads regarding customer service and sales. I found each of these very poignant for guest service and hotel sales in our industry:
3 Keys to Customer Service Training and Retention from Ritz-Carlton VP Diana Oreck Ms. Oreck expresses Ritz-Carlton's passion for customer service training through empowerment and selection. Hey You—Your Elevator Pitch Stinks. Fix It. Hannah Morgan points out that, while our jobs and roles as salespeople have evolved, our quick sales pitch has not kept up with the times. I found this to be a great wake-up call read for the hotel sales profession, in particular. You ALWAYS Need a Business Card Even in this connected era, that little paper card remains a game changer for sales and service (even if you have the best iPhone/Android app for sales and service!)
For more customer service and hospitality sales insights, please follow me on Twitter: @mrkevindonahue. The post 3 Great Sales & Customer Service Reads for the Week appeared first on Kevin Donahue.
December 4 2012, 11:15am | #
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I posted to blog.kevindonahue.com
New Study Shows Hotel Reviews Drive Rate & RevPar
http://blog.kevindonahue.com/archives/2012/11/29/hotel_reviews_drive_rate_revpar/
A new study from the Cornell School of Hotel Administration details that hotel reviews posted on social travel websites, such as TripAdvisor and Travelocity, positively impact a guest's willingness to book reservations at a premium rate for a reviewed hotel. "The Impact of Social Media on Lodging Performance," by Chris K. Anderson found that the number of reviews as well as the willingness of consumers to assign credibility to hotel reviews has increased over time. Anderson also found that a 1-point increase on Travelocity's review scale – such as increasing a hotel's review from 3.3 stars to 4.3 stars – drives an 11.2 percent premium in a hotel's rate, while still maintaining occupancy and market share. Given these results, it's increasingly clear that hoteliers must dedicate resources to monitoring their social reputation, actively review online hotel reviews and invest further in guest experiences on-property to create engaged guests. (Read more on who writes hotel reviews) Beyond Travelocity, Anderson determined through regression analysis that a 1-percent gain in a hotel's social media reputation is worth 0.89% in average rate lift and a 1.42 percent increase in RevPar. The full social media impact study is available online from the Cornell School of Hotel Administration. The post New Study Shows Hotel Reviews Drive Rate & RevPar appeared first on Kevin Donahue.
November 29 2012, 2:39pm | #
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I posted to blog.kevindonahue.com
How to Convert Social Media Followers to Buyers
http://blog.kevindonahue.com/archives/2012/11/12/convert_social_media_buyers/
Since the rocket-like launches of Twitter, Facebook, and Pinterest years ago, organizations have been asking the million dollar question in regards to social media, "How can we convert fans into buyers?" Countless books, seminars, blogs have been devoted to the topic of social media ROI, but (sadly) most seem to miss the most obvious point. While I don't proclaim to have all of the answers, the answer to the question of converting social media followers to customers seems a rather obvious one: The same way you converted your existing customers. From my perspective, there's too much status placed on 'fans' and 'fan counts' by most social media "experts". The people who "like" your brand are essentially giving your company a virtual high five. They appreciate something you've done or a perception you've created about your products. They may or may not be your current customers. And – unless you work to convert your followers into buyer – they may or may not be your future customers. In a traditional sense, your Facebook fans and Twitter followers are the digital equivalent of window shoppers. Some of them know your brand well, they enjoy your products and actively share their experiences with their friends. But some of your fans – a large majority – are standing on the sidewalk. They like your window display, but it hasn't compelled them to open the door and try your brand. And this is where your business acumen and experience - more so than your social networking skills – come into play. Social media is a tool for increasing your sales, not the solution. So ask yourself and your team: What do you do as a brand that brings potential customers in off the sidewalk? If you can answer that question, then you can convert social media followers into buyers. The post How to Convert Social Media Followers to Buyers appeared first on Kevin Donahue.
- Tags:
- Uncategorized
- howto
- sales
- marketing
- socialmedia
- selling
- customers
- brands
November 12 2012, 10:51am | #
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I posted to blog.kevindonahue.com
Leadership Quote from Jon Gordon
http://blog.kevindonahue.com/archives/2012/11/09/how_much_time/
Here's a great quote about leadership and managing priorities at work and at home that inspires me from noted author and leadership guru Jon Gordon: You have all the time in the world to do what matters most. — Jon Gordon (@JonGordon11) July 29, 2012
You can follow Jon on Twitter here: @JonGordon11 The post Leadership Quote from Jon Gordon appeared first on Kevin Donahue.
November 9 2012, 10:52am | #
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I posted to blog.kevindonahue.com
Insights: Why Multigenerational Travel is THE Emerging Trend
A recent presentation by Peter Yesawich, vice chairman of MMGY Global, highlighted a number of trends and insights for the hospitality market in the near term. While there was definitely a lot of beneficial information presented, one key insight may emerge as the number on trend in hospitality: multigenerational travel. "Multigenerational travel" or "mutligen travel" most commonly refers to grandparents traveling with grandchildren, but can reflect any number of generations traveling together.
According to MMGY Global, more than 20% of travelers are grandparents. Of those, 40% have taken a trip with a grandchild during the past year. And eight out of 10 times that a grandchild comes along, so does a parent. As you can see, the market is already well developed. As more affluent baby-boomers retire and begin traveling alongside children and grandchildren, this market will will just continue to mature (pardon the pun!) Several elements are key to capturing this target market, but most important among them is a well-developed recreation program that meets the needs of these guests collectively. Broadly inclusive cooking classes, walking tours, and lower-impact activities that can be enjoyed by all age groups are key. For the hospitality market, multigenerational travel represents one of the few demographics that shows extensive growth potential domestically. Beyond just welcoming family guests, multigen represents a new gateway for luxury hoteliers. Traveling alongside affluent parents and grandparents, economically stretched GenX and GenY consumers are discovering brands that can serve them for decades to come as their affluence grows, making this a significant play for the luxury market.
October 9 2012, 1:33pm | #
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I posted to blog.kevindonahue.com
How To Position Yourself as an Expert – ROLL UP YOUR SHIRT SLEEVES!
I happened upon a curious article entitled "How to Roll Up Your Shirt Sleeves" via a luxury company's social media and it really struck me. As a man who wears shirts, I suppose I am well-within the blog's target demographic for this post; however, what really interested wasn't the content, but rather the positioning. The article details (with photos AND videos!) different ways for men to roll up their shirt sleeves. This is, I suppose, interesting information for a number of readers. Beyond the content, I think this is a great example of how to position yourself as an expert. Each of us has a number of interests in which we have a great depth and breadth of knowledge. Be it personal or professional, I'm sure there are several areas in which you could be considered an expert. And therein lies the opportunity. By taking the next logical step and SHARING your expertise, you can not only impact your audience but also establish yourself as an expert – a status that can reward you handsomly in career pursuits. After all, who would you rather hire/work with/buy from? An expert or the other guy? In what areas are you an expert? Find your niche and roll up your sleeves!
September 14 2012, 3:12pm | #
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I posted to blog.kevindonahue.com
Who writes hotel reviews?
http://blog.kevindonahue.com/archives/2012/07/13/who_writes_hotel_reviews/
Travelers today are innundated with resources to assist in planning trips. Among the tools are first-hand "unbiased" published on the major booking sites, including TripAdvisor, Booking.com, Expedia and others. But, have you ever wondered, "Who writes these reviews, anyway?" Olery, a reputation management company, has taken a stab at answering that question and the answers are pretty interesting. Generally speaking, Olery found that hotels receive about 300+ reviews per year on average and that 46% of travelers post hotel reviews. Reviewer demographics skew slightly towards female guests, with a plurality of reviews being written by 35-49 year-old guests. Interestingly, guests on vacation and leisure travel – those who are spending their own money – write the majority of hotel reviews.
July 13 2012, 12:57pm | #
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I posted to twitter.com
RT @IntriguingFacts: The standard escalator moves 120 feet per minute.
http://twitter.com/kevindonahue/statuses/221046174088564738
July 5 2012, 9:01pm | #
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I posted to twitter.com
Get Your Facebook Account Under Control This Weekend [Weekendhacker] http://t.co/3QxoLZ39
http://twitter.com/kevindonahue/statuses/219030303560314880
June 30 2012, 7:31am | #
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I posted to twitter.com
As the Mac platform grows, so do the virii. New Mac OS X malware discovered #osx http://t.co/DCKTMYeu
http://twitter.com/kevindonahue/statuses/219029483754242048
June 30 2012, 7:27am | #
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I posted to twitter.com
RT @OMGFacts: The real name of Bangkok is the longest city name on Earth! What is it? --> http://t.co/Fiswnc0k
http://twitter.com/kevindonahue/statuses/216999739441414144
June 24 2012, 5:02pm | #
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I posted to twitter.com
Wishing a speedy recovery to Alex Trebek
http://twitter.com/kevindonahue/statuses/216999589285347328
June 24 2012, 5:01pm | #
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I posted to twitter.com
True! RT @BJMendelson: The funniest thing about "Abraham Lincoln: Vampire Hunter" is that someone you know thinks it's real.
http://twitter.com/kevindonahue/statuses/216677567812481024
June 23 2012, 7:42pm | #
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I posted to twitter.com
Sad customer story for @comcastcares. Phone agent says I was being overcharged, but supervisor wouldn't approve correction. DM for details.
http://twitter.com/kevindonahue/statuses/215140854866788352
June 19 2012, 1:55pm | #
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I posted to twitter.com
RT @AmericanAir: Ever wonder why #fares fluctuate? Hear the truth from @AmericanAir in our #BehindtheScenes video: http://t.co/dO6mG2rv ...
http://twitter.com/kevindonahue/statuses/214905757433466880
June 18 2012, 10:21pm | #
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I posted to twitter.com
Preseason college football consensus poll is up at Stassen http://t.co/fAK38mCw #FSU #Seminoles #Noles
http://twitter.com/kevindonahue/statuses/214905331065700352
June 18 2012, 10:19pm | #
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I posted to twitter.com
Best new iOS6 feature? Single-app mode. No more little toddler fingers clicking out of the app! #dadlife
http://twitter.com/kevindonahue/statuses/212337268222984192
June 11 2012, 8:15pm | #
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I posted to twitter.com
Just bought lemonade on National Iced Tea day. You just can't cage this bird. #FB
http://twitter.com/kevindonahue/statuses/211837064415690752
June 10 2012, 11:07am | #
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I posted to twitter.com
Click & Clack are retiring?! Who will we call when are cars go "wheeze, squeak, whirl, whirl, zwang"?! #cartalk #pbs http://t.co/76wRAMJV
http://twitter.com/kevindonahue/statuses/211626192074313728
June 9 2012, 9:09pm | #
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I posted to twitter.com
How to get rich: #1 Don't spend $3,456,789 on lunch with Warren Buffett http://t.co/kOpbLN3e
http://twitter.com/kevindonahue/statuses/211446757345857537
June 9 2012, 9:16am | #
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I posted to twitter.com
Internet speeds at the new house aren't FIOS fast, but they're faster than 82% of the USA http://t.co/u2TAmtva
http://twitter.com/kevindonahue/statuses/211446379384537088
June 9 2012, 9:15am | #
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I posted to twitter.com
Miss Keywurl? Can't wait for Omnibar support in Safari 5.2? SafariOmnibar by Oliver Poitrey rocks socks! http://t.co/3Rjivyel
http://twitter.com/kevindonahue/statuses/211445642508238850
June 9 2012, 9:12am | #
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I posted to twitter.com
Many thanks to Keith with @Comcastcares for the attention to detail and professionalism on my install. #service #Comcast
http://twitter.com/kevindonahue/statuses/211137677062443008
June 8 2012, 12:48pm | #
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I posted to twitter.com
Love watching Rugby Sevens @USASevensCRC #2012CRC. It looks like we'll have a strong Team USA. Go Yanks! #fb
http://twitter.com/kevindonahue/statuses/209398971775455232
June 3 2012, 5:39pm | #
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I posted to twitter.com
Lots of wind & some rain from TS #Beryl overnight. KUDOS to @insidefpl teams for limiting outages to just a few hours last night.
http://twitter.com/kevindonahue/statuses/207066851795156992
May 28 2012, 7:12am | #
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I posted to twitter.com
Track Jacksonville area power outages from TS Beryl at http://t.co/xfZWZNlA #Beryl
http://twitter.com/kevindonahue/statuses/206954170702508032
May 27 2012, 11:44pm | #
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I posted to twitter.com
RT @hurricanes: TS Beryl close to moving inland. Winds 70 mph. Movement W 7 mph. Radar: http://t.co/aPU1qDuT
http://twitter.com/kevindonahue/statuses/206941845907968000
May 27 2012, 10:55pm | #
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I posted to twitter.com
RT @weatherchannel: Power outage map shows around 23k without power in the Jacksonville metro: http://t.co/Hjn4rlXh #Beryl
http://twitter.com/kevindonahue/statuses/206934052069048320
May 27 2012, 10:24pm | #
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I posted to twitter.com
RT @stormchaser4850: Developing: 13,000+ without power in the Jacksonville, FL area due to TS Beryl as of 10:05 pm EDT http://t.co/7t95s9Cb
http://twitter.com/kevindonahue/statuses/206933261727956993
May 27 2012, 10:21pm | #
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I posted to twitter.com
Power down from TS #Beryl for ~20 min so far & likely down for the night. We'll give it a bit before we put everything on the generator.
http://twitter.com/kevindonahue/statuses/206927567960281088
May 27 2012, 9:59pm | #
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I posted to twitter.com
RT @JimCantore: All interests on the GA and northern FL coastline need to be preparing for a strong Tropical Storm or Minimal #Hurricane ...
http://twitter.com/kevindonahue/statuses/206915655646191616
May 27 2012, 9:11pm | #
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I posted to twitter.com
RT @wjxt4: Hurricane Hunters found a surface wind in #beryl of 71 mph. Beryl is very close to hurricane strength. #justweather
http://twitter.com/kevindonahue/statuses/206873530405621761
May 27 2012, 6:24pm | #
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I posted to twitter.com
RT @ezduztweetz: Tropical Storm Beryl Rollin' In @ Fernandina Beach http://t.co/CTPZpYvz
http://twitter.com/kevindonahue/statuses/206858371884781568
May 27 2012, 5:24pm | #
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I posted to twitter.com
RT @JeffreyBezore: One hour or so ago from Fernandina Beach, FL; TS Beryl approaches. http://t.co/ufjuFlfj
http://twitter.com/kevindonahue/statuses/206858044582277121
May 27 2012, 5:22pm | #
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I posted to twitter.com
RT @wjxt4: Hurricane Hunters are in #beryl right now to determine if it has strengthened to a hurricane or not. Should know soon.
http://twitter.com/kevindonahue/statuses/206856105949806592
May 27 2012, 5:15pm | #
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I posted to twitter.com
RT @wunderground: #Beryl remains a Tropical Storm with winds of 64 mph, and a minimum pressure of 996 mb http://t.co/fi39vwKi
http://twitter.com/kevindonahue/statuses/206849447387348992
May 27 2012, 4:48pm | #
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I posted to blog.kevindonahue.com
The best iPhone / Droid app you're not using
http://blog.kevindonahue.com/archives/2012/05/27/the_best_iphone_droid_app_youre_not_using/
Question: What's the best iPhone / Android app that you're NOT using? For 95+% of the iOS and Droid users, the answer is BUMP. This great app allows you to quickly share your contact information or photos with other new contacts by simply bumping your phones together. Seriously, it's that easy. You don't have to call one another and save the number in your phone, download VCards or any other legacy sharing strategy. Just bump and done! Recently the development team upped the ante a new update that allows you to bump photos from your phone directly to your computer. How cool is that? And the best part? Yeah… it's free. Download Bump for iPhone and Android. Still have questions? Watch this video demo.
May 27 2012, 4:33pm | #
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I posted to twitter.com
RT @NHC_Atlantic: Tropical Storm #Beryl Intermediate advisory 7A issued. Beryl stronger, now a tropical storm. http://t.co/IdMfcu52
http://twitter.com/kevindonahue/statuses/206817484765011968
May 27 2012, 2:41pm | #
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I posted to twitter.com
RT @Weathermansam77: Beryl now has winds not far from hurricane strength and will make landfall tonight http://t.co/4vgOdkxD
http://twitter.com/kevindonahue/statuses/206817104329048065
May 27 2012, 2:40pm | #
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I posted to twitter.com
w00t! RT @foursquare: Good news, Facebookers! Check-ins shared to Facebook will now be on your Timeline Map http://t.co/yUSIt28v
http://twitter.com/kevindonahue/statuses/204330898538242048
May 20 2012, 6:00pm | #
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I posted to twitter.com
I love Dropbox because it "just works" for syncing my Macbook Pro & PC, plus access via my ipad. http://t.co/8oL30fWL
http://twitter.com/kevindonahue/statuses/204192384576274432
May 20 2012, 8:50am | #
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I posted to twitter.com
Congrats to #FSU baseball! ACC Champs!! Go #Noles!!
http://twitter.com/kevindonahue/statuses/203866485351911424
May 19 2012, 11:15am | #
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I posted to twitter.com
Proud of @SpaceX team for getting this far. Falcon9 will be beautiful when she goes!
http://twitter.com/kevindonahue/statuses/203809769113391105
May 19 2012, 7:30am | #
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I posted to twitter.com
Looking forward to #MadMen tonight. Slattery rocks and so do his bottles, apparently.
http://twitter.com/kevindonahue/statuses/196721003236294658
April 29 2012, 6:01pm | #
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I posted to twitter.com
An #FSU sweep over the #Canes. What else is new? HA! GO NOLES!!!!!
http://twitter.com/kevindonahue/statuses/194229711671529473
April 22 2012, 9:02pm | #
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I posted to twitter.com
The rain finally passed so the boy & I are playing in his fort outside. Good times!
http://twitter.com/kevindonahue/statuses/194176280785190912
April 22 2012, 5:30pm | #
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I posted to twitter.com
I am watching #Bearcats vs. #Noles on #MMLive
http://twitter.com/kevindonahue/statuses/181557738797670401
March 18 2012, 9:48pm | #
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I posted to twitter.com
"I dream of a better tomorrow... where chickens can cross roads and not have their motives questioned." -Unknown
http://twitter.com/kevindonahue/statuses/181533954682257410
March 18 2012, 8:14pm | #
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I posted to twitter.com
I am cheering for #Noles over #Bearcats on #MMLive.
http://twitter.com/kevindonahue/statuses/181518115451056128
March 18 2012, 7:11pm | #