Briefing: building customer loyalty in the digital world

The new digital world allows all brands and individuals to communicate with each other with the click of a few buttons. But is the hospitality sector fully utilising all the tools available?

Mobile technologies now allow General Managers and other executives to understand exactly what is going on in real-time. This has never been achievable before, and it will only improve over time.

By being clever with contemporary technologies, brands can build advocacy and loyalty in a very personalised and specific way. Building this loyalty and the techniques of doing so are discussed in this week’s briefing.

Including comment from:

  • Sean Worker, CEO of Bridgestreet on understanding his customer needs 24/7.
  • Andrew Sangster, of the Hotel Analyst, on building a picture of consumers in real-time.
  • Robert Shepherd, SVP of Development and Design for IHG Europe, on what techniques IHG are implementing to build brand advocacy.
  • And Peter O’Connor, of the Essec Business School, on tactics for achieving loyalty with online consumers.

If you’ve been sent to this page but you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Video clips produced by ybc.hpgcms.wpengine.com for the Hospitality Channel, including interviews from industry conferences such as the most recent IHIF conference as well as specific Hospitality Channel shoots.

Briefing: momentum swing in Europe

Battling to retain market share when economic conditions are so tough is a continual headache for most, but has the industry seen the worst of it in Europe?

Although many believe the effects of the recession are still being felt, the rise in deal activity and general positivity in the market has allowed some to suggest the worst is behind us.

In this week’s briefing we hear from some key experts on their thoughts for the market in Europe, including:

  • Sir Nigel Knowles, co-CEO of DLA Piper on Europe retaining its economic competitiveness.
  • Mark Wynne-Smith, Global CEO of Jones Lang LaSalle Hotels on the momentum he sees in Europe.
  • Robert Shepherd, of InterContinental Hotels, on the effort they are putting in within Europe.
  • And Kingsley Seevaratnam of Westmont Hospitality Management, on how the economic conditions are still effecting market confidence.

If you’ve been sent to this page but you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Video clips produced by yBC.tv for the Hospitality Channel, including interviews from industry conferences such as the most recent IHIF conference as well as specific Hospitality Channel shoots.

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