Harvard Business Review

OCTOBER 28, 2015

In this piece, I’ll lay out a few of the strengths and shortcomings of a few of the more common channels, based on my experience as global director of guest experience and innovation at the Dorchester Collection of luxury hotels. Suppose we’re talking about a luxury hotel guest who is a paparazzi-shy celebrity?

Hotels 8

Hotels Survey Review How To 8

Harvard Business Review

SEPTEMBER 11, 2014

For example, restaurants and hotels often have difficulty predicting demand for their services, because many factors influence whether, when, and where people eat out or travel. In other words, if you are in a high uncertainty industry, you must excel at innovation…or die. Customers Innovation Technology'

Uncertainty 22

Uncertainty Industry Bottom-up Technology 22

Harvard Business Review

AUGUST 4, 2011

Are you skeptical about using digital and social media in business marketing? Those tools are fast becoming the single most important way to attract new business customers and sustain old ones. IBM has empowered more than 100,000 employees to become experts on social media platforms, answering questions and becoming thought leaders.

Marketing 15

Marketing Venture Capitalist Audience Competitive Advantage 15

Harvard Business Review

OCTOBER 1, 2013

These two changes alone allow a lone innovator in Austin to build a world class product in China and ship it to Berlin — and that’s a revolution for someone with a good idea. Using such tools, companies that embrace economies of unscale compete with far larger competitors. Innovation Technology'

Parcell 15

Parcell Niche Marketing Business Model Education 15

Harvard Business Review

OCTOBER 26, 2015

It requires a new set of tools: a more open and flexible mind-set, significant process changes, as well as new technology and infrastructure. As innovation consultant Pete Maulik told me, “It’s time to switch from here they come to this is how we’re going to win.” The New Tools of Marketing.

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Company Hotels Travel Class 8

Harvard Business Review

MARCH 25, 2016

Airbnb is similarly alluring — lower prices for more space than most hotel rooms. Similarly, Airbnb hosts rarely install the protections required at hotels, such as sprinklers and fire escapes. Zenefits’ recently-ousted CEO even created a tool that enabled its agents to skip state-mandated online training courses.

Hotels 8

Hotels Price Tactics Operations 8

Harvard Business Review

MARCH 10, 2015

Nurturing customer loyalty requires a better understanding of its nature, and the nature of loyalty depends on the economics of the business: loyalty to automobiles and mobile phones is qualitatively and quantitatively different than loyalty to hotels and airlines. Who is truly more valuable to an airline or hotel chain?

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

Harvard Business Review

JUNE 28, 2016

Over the last 15 years, Internet giants have built platforms or utilities on top of the Internet that make innovation easier and faster. The trick for entrepreneurs and digital innovators, then, is to use a bricolage strategy to obtain modern digital infrastructure and tools to transform existing businesses or conceive and build new ones.

Entrepreneur 9

Entrepreneur Airlines Construction Short-term 9

Harvard Business Review

NOVEMBER 26, 2012

There's so much that's sexy in social media and in mobile right now," he said. Instead, he says it often pays to focus on bread-and-butter marketing (like direct mail) or even on technical innovations of the past few years that are effective, but less novel (like mobile websites).

Marketing 8

Marketing Telemarketing Hotels Competitive Advantage 8

Harvard Business Review

JULY 1, 2014

For innovative brands, an award-winning Tumblr now carries serious clout; hashtag campaigns have become as compelling as taglines; and the Digiday Awards are as coveted as the Stevies. Today, large corporations are becoming their own media companies, news bureaus, research universities, and social networks.

Content 9

Content Marketing Brand Public Relations 9

Harvard Business Review

JULY 16, 2014

Airbnb is not only challenging the biggest hotel chains but also challenging the bureaucracy, going after the New York City housing and tax laws that stand it its way. Now, with a valuation of $10 billion, Airbnb has the capital to take on the hotel industry and its supporters globally. Take more control.

Marketing 8

Marketing Disintermediation Hotels Brand 8

Harvard Business Review

JUNE 26, 2015

As for the how question, there has been much innovation in talent identification over the past five years, mostly as a result of the digital revolution and the ubiquity of smartphones. Algorithms are also used to translate people’s web and social media activity into a quantitative estimate of job potential or fit. Web scraping.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

Harvard Business Review

JUNE 16, 2015

.” Faced with hard choices, innovators find ways to transcend the tradeoffs. Social media evangelists tell CEOs they need to stop focusing so much on driving sales and “connect instead of promote.” Meanwhile, sales strategists suggest that social media is often more “hype” than “reality.”

Chief Operating Officer 8

Chief Operating Officer Apparel Marketing Porter 8

Harvard Business Review

JULY 28, 2015

The platforms created by Uber and Lyft (who invented the idea) have redefined what it means to be a taxi and a taxi driver, and Airbnb has done the same with hotels and hoteliers. In a world struggling to cope with incessant disruption brought on by fast-paced technical innovation, climate change, urbanization, and globalization, Peers, Inc.

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Restructuring Diversity Hotels Drucker 8

Harvard Business Review

NOVEMBER 22, 2010

Each morning at my hotel I received the China Daily , the countrys main English-language newspaper. The theme of the big event was "Technology-led Transition and Innovation-driven Development," which sounds broad. Each morning at my hotel I received the China Daily , the countrys main English-language newspaper.

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NGO Chemicals Guidelines Telecommunications 14

Harvard Business Review

JUNE 12, 2013

Then rich media arrived on the scene, and over the past couple of years has evolved so quickly that Gartner has even predicted mobile display ad spending will grow and take over from mobile search by 2016. Restaurants and hospitality (hotels, restaurants, nightlife). Innovations in Digital and Mobile Marketing An HBR Insight Center.

Advertising 8

Advertising Call Center Brand Telecommunications 8

Harvard Business Review

OCTOBER 3, 2012

A map as a navigation tool is relatively static and barren. You search your phone, and rather than receiving a generic, directory-style list of hotels and motels around you, it produces a ranking of places to stay based on the previous behaviors of you and your friends. Those innovations are changing modern-day exploration.

Directory 15

Directory Hedge Content Hotels 15

Harvard Business Review

JULY 3, 2015

Today, however, by exploiting new digital technologies, firms like Apple, Lending Club, and AirBnB have made customer co-creation of value central to their business models and in doing so now rank among the world’s most innovative and valuable firms. New tools and strategies. Insight Center. Growing Digital Business.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

OCTOBER 3, 2012

A map as a navigation tool is relatively static and barren. You search your phone, and rather than receiving a generic, directory-style list of hotels and motels around you, it produces a ranking of places to stay based on the previous behaviors of you and your friends. Those innovations are changing modern-day exploration.

Directory 8

Directory Hedge Content Hotels 8