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

When it comes to identifying a brand advocate, nothing can rival the passion and loyalty of a sports fan. While it is highly unlikely that we will ever witness a colleague walking into the office sporting a Marriott™ logo on their t-shirt while shouting, "Guess where I'm going tonight?", hoteliers are striving to capture that same level of enthusiasm with their guests. Social media has forever changed the way consumers interacts with brands. Static, points based loyalty programs may encourage repeat business, however, they fall short in converting guests into true advocates. Has the traditional loyalty model become ineffective? What is the difference between loyalty and advocacy? How to create a compelling advocate marketing plan? Most importantly, can we measure an ROI on advocacy? READ MORE

Hotels of all sizes are finding success using social media to drive their rewards program. The challenges you face as you build your hotel reward program - establishing great perks, creating an easy path to earn extra reward points, and introducing your program to guests - can all be achieved using the right social media strategies. Learn how to employ the best social media strategies to drive engagement and increase enrollment in your hotel's loyalty rewards program, from setting up a social media-powered referral program to establishing VIP social media accounts, using social concierge accounts to improve your hotel's reputation, and more. READ MORE

Live video streaming is not necessarily a new technology, but it has recently experienced quite the rise in popularity. A generation filled with "cord-cutters" has turned Internet video into the new cable TV. As hoteliers, we know that marketing is no longer a straight path, but rather a box of tools for us to utilize given our property's needs. Live video streaming is marketing's shiny new tool that is loved by the millennial market and what might be better termed the "millennial mindset" market. Clearly, other generations love technology just as much and not all millennials love it, so the hype is not necessarily geared solely to the 20-35 year old market. So let's take a look at how live video streaming began, what caused its recent emergence and what the future holds for this rapidly developing technology. READ MORE

Employee appreciation programs are critical in retaining top talent and maintaining morale. While it's easy to dismiss “perks” as something only millennials care about, it's important to note that 1) it isn't just millennials who like to feel appreciated, it's everyone; 2) employee appreciation programs have been around since far before anyone who fits into the 'millennial' demographic was born, and; 3) even if it was just a millennial issue, most organizations in hospitality are hiring millennials, after all, where else are hotels recruiting their next workforce generation? READ MORE

Data and social media are the twin forces of change within the hospitality industry. Maximizing the power of these tools - for the good of workers and guests alike - is (or must be) a hotel executive's principal responsibility. Of equal importance is the democratization of these commodities: The accessibility, and increased affordability, of online marketing and promotions to a diversity of travelers. With the help of the right experts, and with an uncompromising eye toward quality and excellence, hotel executives can benefit from the application of data and social media. Now is the time to seize this opportunity of technological significance and business success. READ MORE

Have you ever found yourself asking the question, “How did that (poor service, long wait, missing items, wrong room, discourteous service - fill in your own guest complaint) happen?” Maybe you've discovered a scathing 1-star TripAdvisor review that you know will impact occupancy. At that moment you might be asking, “Who's accountable? What happened here? How do I fix this?” READ MORE

The hotel industry is constantly searching for the perfect formula to provide guests with addictive experiences, and, as such, music-themed hotels are becoming increasingly popular, particularly in big cities. This article focuses on these kinds of upbeat boutique hotels, from the Beatles-themed Hard Days Night Hotel in Liverpool, to the rock-themed Backstage Hotel in central Amsterdam, to Hotel BPM, a music-themed hotel in New York City. The keys to success for these hotels? Authenticity, superior customer service, and staying true to the music theme. READ MORE

Mobile technology transformed our lives in a way we never imagined a decade ago. According to comScore, compared to 2010, mobile usage has grown +394% and eMarketer predicts that smartphone users will exceed 2 billion in 2016. If you think these numbers are unrealistic, just look around, you probably will see someone using a smartphone. Mobile has become the starting point for most everyday activities, from texting to checking your office mail or online shopping. Chances are that some of these mobile shoppers may be looking for your business, and if you aren't there, you are missing the party. READ MORE

Marketing and advertising is no longer about publishing as many print adverts as possible, or nurturing those relationships with travel agents and OTAs, it's about engaging with customers and guests through the channels that are important to them. Converting that unknown guest into a trusted brand advocate and thereby retaining that business through them, their followers, friends and family is the only way for hoteliers to stand out in this crowded market. So how is this done? Understanding the strategy and knowing what guests want is key but also coming to grips with the concept of spending your marketing budget in the right place will determine which way you go. READ MORE

The subject of this article is the most common complaint I've been hearing for the last few months, from hoteliers who are unhappy about their number one supplier: the OTA (Online Travel Agency). As an enterprise platform developer to the hospitality industry, we are in the privileged position of hearing the most up-to-date requirements of hotels and their guests from a technology and guest facing point of view. We are also amongst the first to hear their complaints and issues and this includes the current dominance of the hotel booking market by the OTAs such as Priceline and Expedia. READ MORE

Travelers love to tell stories: the snorkeling trip they took in the Molokini crater in Maui, or the fabulous dinner they had at a hole in the wall in a far-flung city. They regale their friends and family with stories of their adventures, showing them pictures, recommending their best spots, and warning them off bad experiences. Some of them will post on social media sites like Facebook and Twitter, sharing their good - and bad - encounters with your company on their journey. READ MORE

We've all traversed the same bumpy social media path over the last several years. What can we anticipate for 2016? Is the battle for social dominance a worthy endeavor in light of the new disrupters taking headlines, and profits, from the hotel industry? What does it mean for the brands and our customers? READ MORE

The next few years, and the distant future, will see the profession of alternative therapy (i.e. naturopathy, homeopathy, physiotherapy, psychotherapy, energy alignment, soul healing, fitness, exercise and the likes) in much higher demand than at any rate and time before. The increasing demand for complementary therapies will unfold itself through the yet unseen energetic forces of the soul and spirit. These two entities will ignite a fire with the human body volcano to release deeply repressed and unresolved issues; regardless of the mental, spiritual and/or physical condition of the individual. It is going to happen across the globe, stretching into every tiny corner of society; the business environment must be ready to accommodate its demand and be open to new opportunities, not the other way around. READ MORE

Mobile technology's impact on the travel and hospitality industry is far greater than the ability to check in on your smartphone; it's impacting how we collect, understand and implement the insights we collect from our guests. It's also changing how we respond to guests with issues. In this article, CMB's travel and hospitality practice leader explores some of the exciting opportunities mobile technology presents for hotel guest insights - with the reminder to focus on the customer not on the technology. READ MORE