By Cathy Enz, PhD., Lewis G. Schaeneman, Jr. Professor of Innovation & Dynamic Management, Cornell School of Hotel Administration. It seems that everyone loves to talk about innovation these days, but sadly the overuse of the word to describe minor tweaks and ordinary activities has turned it into a confusing
Data-driven marketing is all about how marketers can harness data and analytics to create a more customer-centric, fact-based approach to customer engagement. This, combined with quality execution leads to better customer experiences and improved customer equity. However when looking at customer-brand interactions in silos such as in the call centre
Imagine this situation: You go to you doctor and tell her that "something hurts in the lower chest area." Now, based on this short description of your pain, you expect her to come up with a precise diagnosis and a specific therapy suggestion, including treatment time and associated cost. Sound
Let’s go back in time to the summer of 2007. The original iPhone had just been launched. Miley Cyrus was Hannah Montana. The San Antonio Spurs were NBA Champions, and LeBron James was the savior of Cleveland Cavaliers. Insurance Executives were only concerned about legacy replacement systems. On the surface,
I’m sure, like me, you've been annoyed at being stuck in a traffic jam in a city centre somewhere, or been frustrated at your kids leaving lights on, or annoyed with the heating coming on when the weather’s warmed up and you've not got round to adjusting the thermostat. Now,
Capital investment in production capability is the weakest link in the business value chain. It always has been and likely always will be. It’s the driving force behind the tendency towards cartels, collusion and monopolies. While it can make the first entrant into a brand new market, in the long
Imagine you are the race director for a Formula One car. Decisions must be made within seconds, sometimes in the blink of an eye. When speed is of utmost importance, it is necessary for race engineers to have all relevant race data at their fingertips. Instead of having a couple of
Okay, let's say your data is in Hadoop. The distributed, open source framework is configured as it should be across low-cost servers and your data is sitting in those clusters. It's been a meaningful effort to get to this point but how does it benefit your organization? If it's not doing something
Writing my previous post about digital banks got me thinking about the widespread use of analytics. In his book Digital Bank, Chris Skinner states that data should be seen as the most critical asset for digital banks. Actually, this holds true for almost every company nowadays. If you don’t have data of
With the growing popularity and availability of online reviews and ratings, consumers have more information than ever before when purchasing a hotel stay. In order to build effective pricing and positioning strategies, hotel managers need to understand how consumers are using all of this user generated content with price to
