customer connection
Hospitality Financial Leadership – Premier Action
David Lund | August 17, 2020
By David Lund Just because you do not take an interest in politics doesn’t mean politics won’t take an interest in you. ― Pericles Every year in my home country the provincial premiers get together to eat lobster and drink cheap wine. Meanwhile some political work is being done. I remember two such conferences. I have a story about both. The first one was in the summer of 1997. It’s always a big deal when the premieres and their staff and the media descend on your hotel. This meeting was particularly memorable for the media’s work and my firsthand experience of how it all really works. When these big conferences happen the hote...
Driving Voice Channel Results in Today’s New Normal
Aspire | May 19, 2020
“Industry experts” have predicted for decades that the voice channel is dead. First, they said that the voice channel would be replaced by the GDS channel. That proved to be pure rubbish. Then, they predicted complete disintegration by third-party distribution channels like Expedia and Hotwire. And don’t forget the predictions that brand websites would entirely replace call centers as it was cheaper and more efficient despite the fact that website and online marketing costs are never-ending and significant to maintain. Retailers like Zappos didn’t believe that the voice channel was dead. They have shown the retail industry what can...
