The author outlines 10 CX trends for 2026, emphasizing proactive service, AI integration, and treating employees like customers.
The author argues that successful hospitality salespeople focus on understanding customer emotions and behavior rather than traditional pitching tactics.
The article provides tactical strategies for reducing OTA dependence through website improvements and personalized CRM campaigns that build trust and convenience.
GuestCentric research shows hotels with prominent brand storytelling on their websites doubled direct bookings within a year.
The author presents a framework for sales leadership that prioritizes building belief and trust over traditional selling techniques.
The guide provides 10 actionable strategies to convert OTA bookers into direct customers, from identity resolution to AI optimization.
Booking.com responds to Dutch consumer legal action by citing Oxford Economics research showing OTAs saved travelers $69.4 billion in Europe between 2019-2021.
The article argues that traditional rule-following in sales leadership creates mediocrity, advocating for innovation and empowerment to achieve exceptional results.
Hotels must blend personalized service with technology adoption while managing rising costs and staffing challenges to compete with short-term rentals and meet evolving guest expectations.
The article provides a 7-step framework for sales leaders to build their professional brand on LinkedIn, emphasizing consistency, storytelling, and strategic visibility over superficial metrics.
The article outlines a strategic framework for hotels to maximize partnership success through clear goal setting and partner alignment.
The author introduces a Customer Confidence Score metric and outlines ten trust-building practices including promise-keeping, transparency, and ethical behavior.
The author proposes a Trust-led Multichannel Growth approach emphasizing authenticity over traditional traffic metrics, combining social media, OTA management, and AI-powered content scaling.
Google's AI-driven campaign type automates ad delivery across all Google channels but risks cannibalizing existing search campaigns and lacks granular control.
The article argues that LinkedIn has become essential for sales leaders to build authority, attract opportunities, and establish credibility in modern business environments.
The author argues hotels must respond to inquiries within five minutes to capture 100% lead quality, with response effectiveness declining exponentially after that.
The author argues that superior customer service and experience creation can outperform search engine optimization by generating word-of-mouth referrals and repeat business.
Knowland by Cendyn's London MICE market report shows Corporate segment leads at 48% share, with Training and Education showing highest growth driven by employee upskilling trends.
Analysis challenges the assumption that growing loyalty membership numbers indicate true brand loyalty, arguing guests are loyal to specific innovative brands rather than entire hotel groups.
2025 marked a turning point for venue planning.