Social messaging: Great expectations in airline customer service
Aravind Ramachandran

Social messaging: Great expectations in airline customer service

When we get something right, tell the world... But when we do something wrong, just tell us! by Author Airlines are learning fast that customer service – at least some of the less than perfect instances – are best kept a secret between themselves and the customer. Social media is often a dicey platform for businesses owing to their unfiltered publicity, but that doesn't mean it is all bad news. The blog post Instant social feedback: Opportunity and challenge in customer service explores why hotels should implement an internal social network to smoothly connect guests to the hotel management, a...
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8 things hotel customers will use smartphones for in 2018
Sherilyn Rogers

8 things hotel customers will use smartphones for in 2018

"We need to have a good mobility strategy" ​ If you haven't heard this from your marketing or technology departments (or a consultant) already in the past few years, you will certainly hear it in 2018. Anything afterwards may be way too late, based on what we can see in the hospitality industry today. But then again, what does a "good" mobility strategy really mean? Think With Google – the research wing of the search giant – reports that 40% of all travel website visits in the United States happen through mobile. The smartphone in the hands of your customer is therefore your best friend a...
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Climate change: Customer oriented approaches in aviation
Aravind Ramachandran

Climate change: Customer oriented approaches in aviation

An article from the World Economic Forum , on the side lines of the United Nations COP23 Climate talks in Bonn, Germany, states that the world doesn't seem to understand the magnitude of transformation required to effectively mount a fight against climate change. How big is the problem, really? Greenhouse gas emissions today have outpaced the official estimates, and is expected to grow by 2% globally this year compared to near-zero over the last three years. Investment in clean energy appear to be insufficient, with the world's largest emitter for instance persisting on an upward trajecto...
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Game changers: A reality check on air cargo today - Part I
Ashok Rajan

Game changers: A reality check on air cargo today - Part I

" Now, the game will change " - Michael Reisenberg of Lufthansa Cargo , the outgoing Chairman of the IBS Cargo Forum, gave the best possible comment about the future of the cargo industry, subtly invoking the slogan of the home soccer team of the city of Cochin (the venue of the forum conference last month). We are in the business of enabling that change, and the very objective of the forum is to maximize yield in R&D. In today's context, changing the game isn't a nice-to-have for the air cargo industry ; it is a dire necessity on many counts.   An inside look ​ The air cargo industry...
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Size does matter: Brand consolidation in hospitality wholesale breeds optimism
Christine Updegraff

Size does matter: Brand consolidation in hospitality wholesale breeds optimism

" It's complicated " - a hotel may say when asked about its relationship with OTAs and bed banks. Nearly half of all hotel inventory sales online happen through OTAs and wholesalers, and that share is growing, although direct bookings continue to be attractive for hotel brands in search of greater margins. In his recent interview with CNBC , Mark Okerstrom, the CEO of Expedia , highlighted that diversity and size of inventory is a key part of his strategy for the future. " We've built an incredible platform for customers to come and look at all of the properties. We've got 1050 properties in N...
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