What can hotels learn from casinos? Focus on the service environment.

What can hotels learn from casinos? In my first post on this topic I explored how casinos apply predictive analytics to help them focus on their customers. In this post I will explore how casinos use analytics to help manage the service environment with the dual goals of improving profitability […]

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Reviews, Ratings and Hotels – What research tells us (so far)

As those of you who follow me know, I’ve been working on a series of studies with Breffni Noone (Professor at Penn State) about the impact of user generated content (UGC) and price on consumer buying behavior.   When we speak about this research, we tend to hear the same sets […]

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From the desk of the CHRS: What is the New Science of Service Innovation?

By Cathy Enz, PhD., Lewis G. Schaeneman, Jr. Professor of Innovation & Dynamic Management, Cornell School of Hotel Administration. With the theme “The Future of Service Innovation: The New Science of People, Organizations, Data, and Technology”, the Cornell Hospitality Research Summit 2014 this October is focused on how to create […]

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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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Moving beyond campaign management

Most organizations have adopted a campaign management solution to help them plan, execute, automate and measure their outbound marketing campaigns. A common goal in the usage of a campaign management solution is to support a profitable data-driven marketing campaign strategy across outbound channels to grow revenue, reduce marketing costs with […]

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Capture, comprehend and act on the voice of your guests: Text analytics for Hospitality

In service industries such as hospitality and gaming, the ability to capture, comprehend and act on guest or patron feedback is critical. Previously we learned from Kelly that user generated content from social review sites influences the purchase process for hotel rooms.  Take a moment to think about how many […]

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The Analytic Hospitality Executive Blog: Announcing a new format!

We are very excited to announce that we are going to slightly change the format of our Analytic Hospitality Executive blog starting this month!  Based on our analysis of the performance of our blogs (and you better believe we look at this stuff carefully!), understanding the topics and people our […]

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From the desk of the CHRS: Why the Cornell Hospitality Research Summit Has a Hospitality Exemplary Practice Award

The Cornell University School of Hotel Administration invites representatives of industry and academe again this fall to the 3rd Cornell Hospitality Research Summit (CHRS). A conference unlike any other, the CHRS is designed to create new knowledge through the intentional interaction of industry and academic presenters and participants. Although a […]

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Responsible Use of Big Data: Evaluating New Data Sources

At the beginning of the year, I released my 14 actions for 2014.  I outlined a list of actions that hotels can and should take right now to ensure they are set up for success in the years to come.  Action #4 cautioned analytic hospitality executives to carefully evaluate new data […]

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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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