Ms. Verrill

Ashley Verrill

Market Analyst

Software Advice

Ashley Verrill is a Market Analyst at Software Advice, a website dedicated to providing detailed reviews, comparisons and research to help organizations choose the right software. As an analyst on the marketing team, she publishes researches, blogs and reviews on new and emerging software. She focuses primarily on CRM, contact management software, customer service software, help desk software, social media applications, business telephony and hotel management software. She regularly interviews top thought leaders in the space, including R ďRayĒ Wang, Denis Pombriant, Brent Leary, Esteban Kolsky, Brian Vellmure and Paul Greenberg.

Additionally, Ms. Verrill serves as the Managing Editor for the Customer Service Investigator, a blog dedicated to research and reports on customer support and customer experience strategy. There, she manages a network of guest contributors, along with posting her own material.

Ms. Verrill is also a regular contributor to CIO.com and GigaOM, including a recent feature on the future of social customer service technology. Her work has been cited in myriad top-tier publications including Forbes, The New York Times, Yahoo! News, Business Insider and Inc. She has been participated in several notable speaking engagements, including a presentation at Hewlett Packardís 2013 Social Support Summit in Orlando, Fla.

Previous to her current position, Ms. Verrill worked for five years as a Web Editor and Reporter for the Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. Her beats at that time included entrepreneurship, healthcare, hospitality, insurance, employment and nonprofit. She also spent time in sales management and advertising with an Austin-based startup. Ms. Verrill graduated from the University of Texas with a bachelor's degree in journalism.

Ms. Verrill can be contacted at 512-582-2314 or ashleyverrill@softwareadvice.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.