#econsultancy analysis Hyatt Hotels digital experience

Ben Davis, at econsultancy, examined Hyatt Hotels' integrated digital experience delivering an excellent report. 

I especially appreciated the Google Plus review. The hospitality industry definitely needs a better understanding of Google +, positive guidelines for engaging posts and 'reach' impact.

Hoteliers still seem to regard social media, and the Net in general, as simply a sales channel.  The reality is that all digital touchpoints encompass the hotel guest experience.

2 predictions:

• Web Experience Optimization will become an important skill - hybrid role marrying marketing + digitally delivered services.
• How long before TripAdvisor, and other satisfaction surveys,  includes digital services ratings in their review criteria?

H/T Ben Davis at +Econsultancy - I will use your analysis model with my MBA students.

Hospitality Service 3.0 - Modul U presentation

There was a responsive group of 90+ participants for our Oct 3 presentation at Modul University in Vienna.  All Net savvy, the students were amazed at the speed of change that is already occurring.

We owe Mathieu Pollet of Lounge Up great thanks for setting up 'guest experience' access to the Lounge Up app.  The participants were most impressed at the possibilities to create services that delight guests.

Also, a sincere merci to Hani El Sharkawi, Department Head at Modul Careers for the invitation.

Below is our intro slideshow - videos of digitally delivered services and the full presentation is here.  This important conversation will continue online - please join us.

Thank you Stephanie Bond for assist with creations + presentation.

The Art of the Craft - Sommelier - Ritz Carlton Hotels

The Ritz Carlton Hotel showcases staff members + their individual commitment to customers in a series of engaging, authentic videos...labeled the Art of the Craft.  An excellent, well executed concept.