New Wharton research has good news for companies facing a disruptive innovation in their industry: Disrupters and incumbents sometimes end up as collaborators, rather than one displacing the other.
As I often say in my training workshops, a hotels guest services staff is now part of the marketing and PR department! With the continued explosion of social media postings and online guest reviews, the walls of hotels are essentially made of glass; everything that happens within can clearly be seen by basically anyone in the outside world. This can either be a hotels worst nightmare or its dream opportunity for viral marketing that is free of charge, depending on interactions your guests are having every day with your guest services colleagues.
No matter what you think of Sir Richard Branson's style, you must salute his entrepreneurial skills and leadership.
Once upon a time, the lodging industry was so simple. We built structures for travel respite and guest congregation. We started on well-traveled routes, moved into population centers and established unique, upscale accommodation for the many global resort sites of interest and intrigue. But, it was not enough!
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