Be thankful for great hospitality and customer service

I generally don’t use this blog to air my personal experiences, but recent events have reminded me of a few things that I think would benefit our Analytic Hospitality Executives and their organizations to also be reminded of. This past week, I took my fifth trip to Asia this year. […]

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What can Hotels learn from Casinos? Focus on knowing your guests.

Did you know that total consumer spending on gambling at commercial casinos in the US was calculated at $37.34 billion in 2012? $8.6 billion of this revenue was returned to states and local communities in the form of taxes and other levies. The US casino entertainment industry also provides jobs […]

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What’s the future of email in hospitality marketing?

This week I spoke with Bruce Swann, Customer Intelligence Solutions Manager for SAS, about the role that email will play in the future when it comes to hospitality marketing. Bruce is a veteran of marketing, having more than 15 years of experience working with marketing and CRM technologies, including marketing […]

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The challenges and opportunities of hospitality marketing: An interview with Bill Carroll

This week, I reached out to Bill Carroll, senior lecturer at the School of Hotel Administration, Cornell University. I caught up with Bill earlier this year during the HSMAI Digital Marketing conference, where he was the MC, and more recently during the Center for Hospitality Research round table on customer […]

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Cornell Hospitality Research Summit Announces Call for Submissions - Analytic Hospitality Executives, This is your event!

We here at the Analytic Hospitality Executive along with our partners at the Center for Hospitality Research at Cornell, would like to strongly encourage all of you to submit your innovative thoughts, projects  or topics for presentations, panel discussions, tutorials or workshops  to the third Cornell Hospitality Research Summit (CHRS), set […]

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The Analytic Hospitality Executive: 2013 – A year in review

The overarching theme for the Analytic Hospitality Executive this year was “Building a Strategic Analytic Culture”.  We strove to help our Analytic Executives set the foundation for an organization built on fact-based decision making, aligned across the organization, rather than siloed by department.  I wrote a roadmap for building that […]

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Integrating departmental analytics: Hospitality marketing

As Kelly mentioned in her last post, integrating departmental analytics is one of the key milestones on the journey to a strategic analytic culture for hospitality organizations. When departmental activities are synchronized at the data and analytics level, not only are department decisions made considering the good of the enterprise, […]

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Can the impact of enrollments in customer loyalty programs be measured?

Does the investment you make in enrolling your customers in loyalty programs result in quantifiable benefits for your firm? That’s the question that Mike McCall, Ph.D., and his co-author Clay Voorhees Ph.D., are attempting to answer in their current research project for the Cornell Center for Hospitality Research (CHR). Mike […]

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Midsummer (or winter) is a great time to reflect on the first half of the year

Did the midsummer/winter milestone creep up on you, also? Here at the Analytic Hospitality Executive, we celebrated the summer (and winter!) solstice by taking stock and looking back at topics that we have addressed over the last six months of posts. Online distribution was a great way to open the New […]

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Customer Lifetime Value Analytics – The Holy Grail for Hotels and Casinos

Most managers realize that understanding customer value, and more importantly customer lifetime value (CLV), can help them plan strategies to encourage loyalty behavior, increase revenues, and ultimately drive profits. In fact, as Mike McCall told us earlier this month, companies invest heavily in loyalty and rewards programs primarily to collect […]

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