terri miller
Guest Perspectives Post COVID-19: What Hotel Guests Want From a ‘New Normal’
Terri Miller | May 14, 2020
By Terri Miller As human beings we know change is inevitable. They say life is 10% of what happens to us and 90% is how we respond to it. There’s no question the hospitality industry will rebound from this challenging period. And when we do, it would be naive to think everyone will resume life as we knew it. We need to first acknowledge guests will adjust the way they travel and interact with hotels. But we have to go further than just acknowledgement. We must understand, adapt, and respond before the first guests ever (re)crosses our threshold. We need to actively re-instill trust before a guest even considers travel. Technology and ...
Current Hotel CRMs May Be Doing More Harm Than Good
Terri Miller | January 24, 2019
CRM software boasts so much potential, but is that potential being maximized? By Terri Miller, Chief Executive Officer & Co-Founder, Concilio Labs Hotels worldwide are looking for technological advances to thrive in this competitive environment. As a result, many are turning to CRM systems to gain an advantage. Hotels are pouring millions of dollars into driving loyalty through guest engagement, but without reliable data and technology, many initiatives fail to deliver. While CRM can, at its core, represent so many things, CRM technology is the system hotels have in place to manage interactions with current and potential guests. The...
Is Your Hotel Taking Advantage of All Guest Touchpoints? Here Are 4 to Consider
Terri Miller | September 11, 2018
By Terri Miller, Chief Executive Officer & Co-Founder, Concilio Labs Success in the hospitality industry is largely defined by a hotel's ability to connect with their guest(s) while attending to their unique set of needs and expectations. The opportunities your hotel has to establish a genuine connection and rapport with each guest are referred to as "guest touchpoints" — the moments in which a guest is in direct contact with your hotel staff. This may seem like a relatively simple concept but establishing these connections with prospective guests can prove difficult, at times, when these touchpoints are often fleeting compare...
Voice of the Guest: How Data Informs the Hotel Guest Experience
the Author | July 12, 2018
By Terri Miller, Chief Executive Officer & Co-Founder, Concilio Labs What makes an exceptional guest experience? This is the question hoteliers find themselves continuously striving to answer as they work to refine (and evolve) their service offering. However — this is also a question that can garner countless different answers, depending on which guest you ask. The better question for hospitality experts becomes, what tool or methods can provide hoteliers with critical insights if they had the opportunity to ask every prospective guest what matters most to them? In other words, how can hoteliers capitalize on the fruits of an...
3 Key Themes to Watch at HITEC 2018
the Author | June 12, 2018
By Terri Miller, Chief Executive Officer & Co-Founder, Concilio Labs The elite of the hospitality industry is set to descend upon one of the most exciting yearly events showcasing the brightest minds and hottest travel and hospitality technology: HITEC. Recognized as the world's largest hospitality technology show, HITEC 2018 offers a unique combination of quality education, networking, and exhibitors from around the globe. With the plethora of new innovations that have been unfolding, this year's show is staged to bring some disruptive discussions. To help attendees make the most of their time at the event, we've compiled a list of...
Hotel CRMs Are Ready for Innovation
the Author | May 31, 2018
Are strategic technology partnerships the secret sauce for new ideas, advancement and market leadership? By Terri Miller, Chief Executive Officer & Co-Founder, Concilio Labs In the fast-paced environment of the hospitality industry, most hoteliers would agree that developing and sustaining strong guest relationships is key to long term success. For that reason, customer relationship management (CRM) tools have become one of the most valuable strategic and tactical solutions in the hotel ecosystem. Over the last few years, the leading hotel CRM platforms have advanced to become much more guest-centric, enabling visibility into centra...
How to Deliver Personalized Guest Experiences in the Age of GDPR and Data Privacy Concerns
Terri Miller | May 17, 2018
By Terri Miller Hotels are faced with an interesting dilemma. We're entering a time of hyper-personalization — guests show dominating preference for hospitality experiences which are more unique in nature and catered to individual needs/expectations. However, riding the coattails of the on-going personalization trend comes the initial implementation of GDPR on May 25th. For those unfamiliar, the General Data Protection Regulation (GDPR) aims strengthen and unify data protection for individuals within the European Union (EU). This legislation, which applies to guests and employees, brings with it a large number of changes relating ...
Hotels Have a Growing Guest Loyalty Problem … and They May Not Even Know It
Terri Miller | May 3, 2018
By Terri Miller "We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." – Jeff Bezos The ability to inspire guest loyalty is, without a doubt, a valuable predictor of long-term success within the hospitality industry. Loyal guests bring recurring revenue, and positive reviews, feedback, and recommendations, inspiring a virtuous circle of reward. However, there has been much discussion as of late alluding to the steady demise of traditional loyalty programs. The question has become less about how to make incremen...
