Customer experience management is increasingly critical as a top investment area and skill essential for C-suite executives (some firms even have a CXO). What does that mean exactly and what do leaders need to do to ensure they are ready? How will they proactively acquire these skills and mindset when there is no single or even clear roadmap as to exactly what to do or how to do it? On top of that, the new science of customer emotions is inspiring even more considerations and most CEO's don't like to 'get emotional' about their business strategies! Some are finding their way in the dark. Yet, more and more evidence shows the direct relationship of emotional intelligence as part of the customer experience strategy. It's time to figure it out! READ MORE

Multicultural beverage marketing can be a difficult segment to break into — particularly for the travel and entertainment industries. Fortunately, there's a special on tap. According to a recent Pew Research report, Asian-Americans are the fastest-growing segment of the marketplace. Since the 1965 Immigration and Nationality Act, 51 percent of new immigrants have come from Latin America and a quarter from Asia. Asian-Americans are projected to eventually overtake the size and importance of the Hispanic market. READ MORE

As the Dean in a college program with many international students, I speak firsthand about how these students enrich the college culture. Their unique perspectives and backgrounds help create a special atmosphere in classes. Relishing this richness, I have written this article to encourage hotels and other companies to consider hiring an international student through Optional Practical Training (OPT) to realize some of these same benefits. OPT is a period during which students with F-1 status who have completed or have been pursuing their degrees are permitted to work for one year towards gaining practical training to complement their field of studies. OPT is an easy, cost-effective method for hoteliers to hire international students. READ MORE

With more than 600 million Tweets sent daily, it's likely your next customer is on Twitter. The challenge for companies is making their Tweets stand out and building their business by capturing a greater share of the growing market using Twitter. An effective Tweet can boost business by creating the highest engagement with followers, while building a devoted fan base. And while what you say and how you construct a Tweet is important, building an effective Twitter program sets the stage for those all-important 140 characters or less communication. In this article I'll address ways to create an engaging presence on Twitter, as well as give you tips to make every Tweet count. READ MORE

Social media continues to be akin to a wild rollercoaster ride with new developments around every curve. Yesterday's top influencer may find itself on a steep decline with upstarts becoming mainstream in a moment. For the uninitiated - or those with a day job that differs - it can be overwhelming. But to those of us in the business of connecting B to C, it's exhilarating and ever stimulating. Here's an overview of some of what's happening now on the social media landscape - developments that hoteliers may want to consider as part of marketing strategy. READ MORE