InterBrand has named this years best global brands and there's a lesson in there for every company, regardless of sector. Jez Frampton, InterBrand's CEO says, "The challenge for today’s brands is to adapt to this new real-time environment and the increased call for transparency. The real test will be if brands can use these channels to forge deeper relationship with customers. While the rules may be shifting, the long-term sustainable advantage gained by building a [...]

SmartReport Hotel Innovations & Technology

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 [...]