As an industry, we have come a long way from catering to the woman customer by placing a red rose on the bed or handing her a restaurant menu without the prices. We realize that the woman customer is typically the decision maker in choosing the hotel or restaurant and is more often than not, the one who pays the bills. In 2005, women accounted for approximately 43% of the business travelers, according to the Travel Industry of America. In addition, a recent New York University study identified the women business traveler as a "baby boomer with a college degree who earns over $75,000 per year". That profile typically points to a sophisticated and discriminating traveler. And research confirms that women tend to have higher expectations than men when it comes to comfort, service, and security. READ MORE

Face it, customers who regularly purchase goods or services from you will eventually run into a problem. While you may be tempted to assume that they'll overlook one faulty product, you shouldn't take it lightly. In fact, keeping these customers happy should be of the highest priority, and any complaints they have should be treated with urgency. The good news is that a swift resolution can create even stronger bonds between you and your customers, because you're showing them that they are important to you and that their happiness is a high priority. So, what should you do when you make a mistake? Let's say you really mess up big-time with one of your most loyal guests? The real trick is to drive accountability and response down to the level of the service lapse. Local service lapses are best remedied by local response. New technology makes this kind of customer response easier than ever before. READ MORE

If there was going to be a silver lining to this recession, I figured it would at least make my concert-going habit a little easier. Shows what I know. Turns out the jam band offspring of the Grateful Dead, can teach us a thing or two about recession busting. Like the Dead before them, these bands have positioned the emotional connection within a community of customers as the central element of the brand, and have capitalized on that brand equity to survive - and even thrive - in a recession. Very interesting. Doesn't make Rat Dog tickets any easier to come by. READ MORE

"Customer Engagement". It's a term you've heard about quite a bit over the last couple of years - and one that should be at the forefront of your marketing efforts. But what is customer engagement? Is it satisfaction? Is it loyalty? Is it recommending your brand? It's all of these - plus more. Engagement is all about strengthening the emotional connection between the customer and the brand by consistently delivering (if not exceeding) the brand promise at each and every touchpoint. Customers that feel this emotional connection are more satisfied, more loyal and more apt to become ambassadors for your brand. READ MORE

Choosing an agency for your hotel should be viewed in exactly the same way that you would a business partner, and done with the same scrutiny, due diligence, inquisitiveness, proof of performance, honesty, candor, humor and affection. So where do you start? READ MORE