In 1994, nearly one of every 10 people traveling worldwide were headed to the United States. By 2000, the U.S. share of inbound travel had dropped from 9 percent to 7 percent; 10 years later, it was at barely 6 percent. So why has America lost 30 percent of the worldwide travel market in less […]
Customer service: Sometimes you win, sometimes you fail
In the past 24 hours, I’ve heard two stories from different sources that illustrate the difference between truly servicing the needs of your customers and what it means to only pay lip service to it. The first example was a story told me by a friend who’s technically in sales, but who ends up executing […]
2009 PYM Town Hall Dallas: Table Two Notes
Questions tackled at this table included: How are you adapting to your consumers’ changing buying habits? How do you find new business? How do you turn a NO into a YES? And how can you develop new revenue streams to offset money lost on shrinking and/or canceled meetings?
2009 PYM Town Hall Atlanta: Table Five Notes
Questions asked at this table included: What is the best way to target the corporate market right now? and How do you develop and nurture business when your clients are hurting/canceling events?
2009 PYM Town Hall: Table Four Notes
Questions asked at this table included: What marketing methods are giving you the best ROI? and If you are operating with a skeleton crew, how are you maintaining high levels of customer service?
At your service: Nicole Howell, banquet server
Ever wonder who is behind the scenes, helping you create flawless events? This occasional series introduces you to the frontline employees who help make your meetings and events extraordinary.
Hotel satisfaction slips in 2008
Problems with hotel/room maintenance, food and beverage, Internet usage and parking issues top the list of complaints hotel guests had in 2008, according to the J.D. Power and Associates 2008 North America Hotel Guest Satisfaction Index Study. The study found that two-thirds of the hotel segments measured — upscale, mid-scale full service, mid-scale limited service and economy/budget — had a marked decline in overall guest satisfaction, compared with 2007…
Making it harder than it needs to be: August 2008 Morsel
This, my dear readers, will probably be one of my shorter morsels. And yet, it may save you the most time, if hotel catering managers heed my advice…
