Hotel Guests Have Never Been More (Dis)Loyal, But Some Brands Get It
Opinion

Hotel Guests Have Never Been More (Dis)Loyal, But Some Brands Get It

Attending 2025 NYU International Hospitality Investment Forum (IHIF) in early June in New York, one common remark amongst keynotes and panelists was to point to the huge growth of loyalty program membership numbers for the big chains as being synony...

Adam Mogelonsky
Adam Mogelonsky
Partner at Hotel Mogel Consulting Ltd.
Hotel Mogel Consulting Limited
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CRM & Loyalty
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Adam Mogelonsky
by Adam Mogelonsky and Larry Mogelonsky
24 November 2025Hotel Mogel Consulting LimitedCRM & Loyalty
Hotel Guests Have Never Been More (Dis)Loyal, But Some Brands Get It
Opinion

Saving Your Customer Time Shows Respect

A customer takes the time to buy a product, which could include research, visits to a store, calls to a salesperson, and many other tasks that go into a pre-purchase routine. So once they buy it, the work should be over. But sometimes it’s not. Some...

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
20 November 2025Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Branded Hotel’s Contactless Check-In: Who has the better technology?
Opinion

Branded Hotel’s Contactless Check-In: Who has the better technology?

Since we here at Cogwheel Marketing are all about sharing our knowledge with others, we did a little research on which brand between Hilton, Marriott, and IHG has the best contactless opportunities for guests.

Holly Hollingsworth
Holly Hollingsworth
Senior Digital Marketing Manager at Cogwheel Marketing
Cogwheel Marketing & Analytics
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CRM & Loyalty
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Digital Marketing
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Holly Hollingsworth
by Holly Hollingsworth
13 November 2025Cogwheel Marketing & AnalyticsCRM & Loyalty
Branded Hotel’s Contactless Check-In: Who has the better technology?
Opinion

Ten Reasons Why Customers Hate Calling You for Help

I have good news. Calling customer support is getting better, even if you don’t notice it yet. Part of the reason you might think it’s not improving is that past bad experiences have left such a “metaphorical scar” that you avoid making the call for...

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
12 November 2025Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
The Brand Name Myth
Opinion

The Brand Name Myth

One of the most common conversations I have with founders is about brand names. What to call the company, how much meaning it should have, whether it needs to be clever, memorable, descriptive. I get it. I’ve been there myself, naming things is hard...

Martin Soler
Martin Soler
Partner at Soler & Associates
Soler & Associates
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Public Relations
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Reputation Management
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Brand Marketing
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Martin Soler
by Martin Soler
6 November 2025Soler & AssociatesCRM & Loyalty
The Brand Name Myth
Opinion

How to Make Every Customer Feel Like Your Only Customer

The concept of personalization is gaining increased attention. My annual customer experience research found that nearly eight out of 10 customers (79%) in the U.S. feel a personalized experience is important. So, what is a personalized experience?

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
29 October 2025Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Using Hotel Data to Identify Recurring Customers Versus Loyal Guests
Opinion

Using Hotel Data to Identify Recurring Customers Versus Loyal Guests

With AI at the gates, 2025 is already shaping up to be the ‘Year of Data’; it’s all about getting your data rivers flowing into a lake, cleaned up and curated for machine learning (ML) applications. One of many lucrative prospects pertains to segmen...

Adam Mogelonsky
Adam Mogelonsky
Partner at Hotel Mogel Consulting Ltd.
Hotel Mogel Consulting Limited
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CRM & Loyalty
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Adam Mogelonsky
by Adam Mogelonsky and Larry Mogelonsky
27 October 2025Hotel Mogel Consulting LimitedCRM & Loyalty
Using Hotel Data to Identify Recurring Customers Versus Loyal Guests
The “Paypal Mafia” of Hotel Marketing
Opinion

The “Paypal Mafia” of Hotel Marketing

Among friends, we joke that WIHP (now part of Cendyn) was the PayPal Mafia of hotel marketing. It sparked more entrepreneurs than any other hotel tech startup I know of (Design Hotels did quite good too). It wasn’t planned that way, of course. But f...

Martin Soler
Martin Soler
Partner at Soler & Associates
Soler & Associates
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Information Technology
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Email marketing
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Digital Marketing
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Martin Soler
by Martin Soler
23 October 2025Soler & AssociatesCRM & Loyalty
The “Paypal Mafia” of Hotel Marketing