brand reputation
CEO of the Moment
Shep Hyken | October 27, 2022
By Shep Hyken The Awesome Responsibility is a concept I came up with a number of years ago. It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them,” or, “They are so helpful.” Typically, the word they is used to describe the individual who helped the customer. That person was responsible for delivering the experience that represents the company. That’s a pretty important job, which is why I refer t...
Cornell Hospitality Research Shares Index and Analysis on Hotel Brand Reputation in U.S. and Canada
Chris K. Anderson, Ph.D. | September 26, 2018
Chris K. Anderson, Cornell University School of Hotel Administration Saram Han, Cornell University School of Hotel Administration Abstract Using monthly online reputation data from 2016 through to the first quarter of 2018, we index major hotel brands in the United States. This analysis of online reputation for branded properties yields three major conclusions: (1) the variation in reputation across brands is four times larger than the variation across chain scales; (2) online reputation is mainly a function of brand and sub brand rather than segment or hotel location; and (3) variability in reputation across hotels within a brand is gr...
