At Revinate, we are fortunate to have the opportunity to work with professionals from all walks of hospitality life. I have noticed that whether you work at a hotel or for a brand, at an asset management company or for an ownership group, everyone is seeking a different spin on the same thing – – reliable, actionable data on guest satisfaction and hotel performance. Thanks to the breath and depth of social media channels and [...]

TNooz

Last night I caught up on a Cornell Hospitality Industry Perspectives titled, ‘Making Customer Satisfaction Pay: Connecting Survey Data to Financial Outcomes in the Hotel Industry’.  As the title suggests, the research finds a correlation between guest satisfaction and financial performance. Said another way, happy customers do come back, and they often spend more money on their next trip. “The survey proves that customer satisfaction directly bears on repeat purchases and on the likelihood of [...]

This morning I trained a luxury hotel that had just signed up for Revinate. I was showing them how Revinate's new 'Social Media Searches' can help them identify guests who have 'checked in' to their hotel using Foursquare when I realized I had lost them. The team was confused by the idea that people could check in using a service other than their front desk. I was again clearly reminded that we're not all social [...]

Today Facebook announced that it has acquired nextstop, a service that allows users to browse and create their own local guides and recommendations. There is speculation that Facebook is only interested in acquiring the team (which hails from Google) and doesn’t care about the user-generated content that it has amassed. It is common knowledge that Facebook is preparing to launch location services to compete with Foursquare and Gowalla so many think this team would do [...]

 As brands look to identify and reach key influencers, a key trend is developing that takes into account a person’s influence among his/her peers. Just look at Twitter to see why influence is important.  First, most brands follow more people than they can realistically keep up with. Second, the Twittersphere is so active that it’s virtually impossible to manually gauge author influence and the relative impact of individual tweets. Enter Twitter ”Clout” (aka influence). Twitter [...]