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Tim Peter Thinks

Tim Peter

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February 26, 2017

8 Outstanding Hospitality Marketing Posts Focused on Guest Experience: Hospitality Marketing Link Digest

February 26, 2017 | By | No Comments

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8 outstanding hospitality marketing posts focused on guest experience, woman shopping travel on her phone

Hey, Big Thinkers! Hope you’ve had a fantastic week. No big setup this week. Instead, we’re working to provide you a great experience by getting you right into these 8 outstanding hospitality marketing posts focused on guest experience. Enjoy:

  1. Leading off, Skift explains “What Marriott Learned From Starwood’s Loyalty and Digital Expertise.” Key insight:
    “‘Now that people are using mobile at more and more points throughout the travel process, we want to look at those points and figure out which ones we can add value to,’ [senior vice president of digital George] Corbin said. ‘To have relevance, we need to have personalization.’

    Signs of that personalization include changing the screen of the app depending on whether you have an upcoming stay, allowing guests to make service requests before they even arrive at the hotel, and making sure relevant content appears in the mobile app’s feed for guests, depending on where they are during their stay.”

    These insights align heavily with our past assessments of “Why Hotel Marketing Depends on Personalization” and “Today and Tomorrow: Mobile and The Changing Customer Journey,” which you might also want to check out when you have a moment.

  2. SEO Roundtable highlights a fairly significant user experience change as “Google Launches Hotel Rich Cards In Search Results.” These provide guests additional information about your hotel and likely represent a positive way to differentiate your property to guests — to say nothing about providing an additional revenue opportunity for Google in time.
  3. The fine folks at Fuel Travel and Flip.to —long-time friends of the blog — have new research that shows “How Hotels Can Adapt To A Dramatic 88% Drop In The Number Of Sites A Traveler Visits Before Booking.” We plan to look into these numbers in more detail over time, but it definitely signals a massive shift in what we “know” about guest behavior. And it also suggests your marketing will have to adjust to the new reality.
  4. Speaking of new research, Tnooz takes a look at “The Airbnb Effect on Hotels — Experiences, Tech Provision and Convergence.” It’s slightly disappointing that some hotel operators need Airbnb to remind them the importance of guest experience, but better to learn it there than not at all.
  5. While we’re on the topic of Airbnb, you’ll no doubt want to check out these posts that ask “What Business Is Airbnb In? Hotels? Or Hospitality?” and “How Safe Are Independent Hotels from Airbnb?”. They also uncover what the answers mean for your property.
  6. Building on the Airbnb theme, another great Fuel Travel post about “Travel Trends For 2017: Hotels Respond To OTAs & Sharing Economy” is well-worth your time.
  7. Before closing, how about we by recap some of the most popular Hospitality Marketing Link Digests of the recent past, including:
  8. Our annual recap of the HSMAI Digital Marketing Strategy Conference is coming up in just a few days, but let’s round out this week’s collection of 8 outstanding hospitality marketing posts focused on guest experience with this round-up of “8 Outstanding Lessons from the 2016 HSMAI Digital Marketing Strategy Conference” for you. Great stuff that you can put to work for your business today.

Hope you have a great week ahead, Big Thinkers!

If you’re looking for even more hospitality marketing goodness, you might also want to take a moment to review the slides from Tim’s recent seminar, “Digital Marketing Directions 2016: The Key Trends Driving Your Hotel Marketing Next Year” here:

Finally, you will definitely want to check out some of our past coverage of the mobile, local, social web and how to make it work for your hotel, including:

Tim Peter

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February 24, 2017

8 Crucial Customer Experience Insights: E-commerce Link Digest

February 24, 2017 | By | No Comments

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8 crucial customer experience insights ,E-commerce Link Digest, customers starting  in frustration at a computer

Hey, Big Thinkers! Hope you’ve had a fantastic, productive week. How about we round it out with these 8 crucial customer experience insights for this week’s E-commerce Link Digest? Enjoy:

  1. Leading off, a great piece from Forbes explores “Millennials And The Digital Experience: Getting Your Digital Act Together” that’s well-worth a look.
  2. Over on Sprinklr’s informative blog, they assert “What Customer Experience Will Look Like in 2017—and Beyond” and offer some solid insights while they’re at it.
  3. The Sprinklr piece pairs well with this set of “8 Digital Marketing Insights to Kick-Off 2017 the Right Way” from our E-commerce Link Digest series.
  4. Another useful Forbes post outlines “Customer Experience And The Evolving Role Of The CMO” for you. Good stuff.
  5. Our own Tim Peter talked about his role in “Improving Customer Experience in 2017 and The Conference Board’s 13th Annual CX Conference” in a post from this past week you won’t want to miss.
  6. Brand Quarterly presents some sensible advice when it comes to “Customer Experience: Measure What People Do, Not What They Say.” Really great read there.
  7. As you think about customer experience, it helps to review where we might be headed. And this episode of Thinks Out Loud, our marketing and e-commerce podcast, helps by talking about “What the Future of Marketing Might Look Like.” Be sure to give it a listen when you get a moment.
  8. Finally, you might also to check out both this great list of 11 Can’t Miss Posts Featuring Marketing Trends, Customer Experience, and Mobile from the E-commerce Link Digest series and this episode of Thinks Out Loud that proclaims “Content is King, Customer Experience is Queen.” Outstanding stuff, if we do say so ourselves.

If you want learn even more about how your customers’ changing behavior shapes e-commerce and marketing, be sure and register to receive a special report I’ve produced in conjunction with hotel marketing firm Vizergy, “Digital Hotel Marketing in a Multiscreen World.” While it’s targeted specifically at hotel and resort marketers, the lessons apply to just about any business. You can get your free copy of the report here.

You can also check out these slides and video from my recent webinar, “Digital Marketing Directions: Three Key Trends Driving Your Marketing Next Year”:

Finally, you might enjoy some of these past posts from Thinks to help you build your e-commerce strategy and your digital success:

Tim Peter

By

February 20, 2017

Improving Customer Experience in 2017: The Conference Board’s 13th Annual CX Conference

February 20, 2017 | By | No Comments

Improving Customer Experience in 2017: The Conference Board's 13th Annual CX Conference

Not long ago, I wrote, “You need to deliver… seamless, immersive experiences—both in your content and as part of the overall journey—at every single customer touchpoint. That’s the way your customers expect the world to work now.”

Why?

Well, here are a few reasons to get you started:

Customers simply never disconnect. They can find every scrap, every crumb, every morsel of information they need at any stage in their journey. And for so many products and services and support scenarios they encounter, they have every incentive to do so. As I have mentioned in the past, customers often have more information about your products and services and support scenarios than your employees. After all, they’re the ones that need the product or service or support. What incentives can you provide your employees that compare?

Tough question, right?

Fortunately, answers exist to help you improve your customer’s experience—and to engage your employees as active participants in that process. I’m serving as chair of The 13th Annual Customer Experience Conference in New York this May and am simply blown away by the work the team has done putting together the agenda and speakers for the event. Speakers from companies including Google, Marriott, Microsoft, Nielsen, Eli Lilly, Hilton, Baylor Scott & White Health, Ritz-Carlton, Intuit, CustomInk, Dell
, and others have tons of outstanding insights to share on topics such as:

  • CX and Organizational Effectiveness
  • Employee Engagement
  • Customer Feedback and Data for Results
  • Customer Journey Power
  • Digital and Social Success
  • Generational and Cultural Nuance

Even better, if you or one of your colleagues are interested in attending, I can share a $500 “friends of speakers” discount with you when you register. Just use code FS1 when you register via The Conference Board website here. And I’ll look forward to seeing you in New York this May.


Looking to drive results for your business? Click here to learn more.

You might also enjoy some of these past posts from Thinks to help you build your e-commerce strategy and your digital success:

Tim Peter

By

February 17, 2017

11 Can’t Miss Posts Featuring Customer Experience and Mobile Commerce Trends: E-commerce Link Digest

February 17, 2017 | By | No Comments

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11 can't miss posts featuring customer experience and mobile commerce trends

Howdy, Big Thinkers! No big setup today. Just 11 can’t miss posts featuring customer experience and mobile commerce trends for this week’s E-commerce Link Digest. Enjoy:

  1. Brand Quarterly tells CMOs, “Design A Pathway Back To The Future.” And that’s damn good advice.
  2. The Verge reports that Tim Cook says augmented reality is ‘a big idea like the smartphone.’ I wouldn’t second-guess Cook on this one.
  3. Gartner takes a good look at “The Disruptive Power of Artificial Intelligence.”
  4. And meanwhile, Rob Norman from More About Advertising states here’s the digital future: “Alexa, what anti-dandruff shampoo should I buy?” And he’s right.
  5. On a very highly related note, we asked “Voice, VR, AR, and AI: Hype or Hope for Marketers?” on a recent episode of Thinks Out Loud, our weekly e-commerce and digital strategy podcast.
  6. Shifting gears a bit, another Brand Quarterly article offers some great advice about “Customer Experience: Measure What People Do, Not What They Say.” Definitely worth a read.
  7. While we’re on the customer experience topic, it’s worth remembering that “Content is King, Customer Experience is Queen and Data is the Crown Jewels.” Give it a listen when you get a chance.
  8. A great post on CMO.com asks this important question, “Does Your Customer Journey Cater To Mobile Customers?”
  9. And another great Thinks Out Loud podcast episode says that “It’s Time to Stop Calling Mobile a Trend.”
  10. Marketing Charts details “How Companies Plan to Boost Marketing Agility.” Great tips there that you’ll really want to check out.
  11. Finally, let’s close out this week’s list of 11 can’t miss posts featuring customer experience and mobile commerce trends with a post that asks — and answers — “How Can You Succeed at Digital Marketing Next Year? 17 Great Posts Offer Answers.”

If you want learn even more about how your customers’ changing behavior shapes e-commerce and marketing, be sure and register to receive a special report I’ve produced in conjunction with hotel marketing firm Vizergy, “Digital Hotel Marketing in a Multiscreen World.” While it’s targeted specifically at hotel and resort marketers, the lessons apply to just about any business. You can get your free copy of the report here.

You can also check out these slides and video from my recent webinar, “Digital Marketing Directions: Three Key Trends Driving Your Marketing Next Year”:

Finally, you might enjoy some of these past posts from Thinks to help you build your e-commerce strategy and your digital success:

Tim Peter

By

February 16, 2017

Content is King, Customer Experience is Queen (Thinks Out Loud Episode 188)

February 16, 2017 | By | No Comments

Content is King, Customer Experience is Queen (Thinks Out Loud Episode 188)
Looking to drive results for your business? Click here to learn more.


Content is King, Customer Experience is Queen (Thinks Out Loud Episode 188)

Content is King, Customer Experience is Queen (Thinks Out Loud Episode 188) – Headlines and Show Notes

Subscribe to Thinks Out Loud

Contact information for the podcast: podcast@timpeter.com

Past Insights from Tim Peter Thinks

You might also want to check out these slides I had the pleasure of presenting recently about how to lead mobile-focused digital transformation within large organizations (a topic we’ve been talking about a fair bit lately). Here are the slides for your reference:

Technical Details for Thinks Out Loud

Recorded using an Shure SM57 microphone through a Mackie Onyx Blackjack USB recording interface into Logic Express 9 for the Mac.

Running time: 12m 21s

You can subscribe to Thinks Out Loud in iTunes [iTunes link], the Google Play Store, via our dedicated podcast RSS feed )(or sign up for our free newsletter). You can also download/listen to the podcast here on Thinks using the player at the top of this page.

Tim Peter

By

February 10, 2017

7 Exceptional E-commerce and Digital Strategy Posts for 2017: E-commerce Link Digest

February 10, 2017 | By | No Comments

Looking to drive results for your business? Click here to learn more.


7 Exceptional E-commerce and Digital Strategy Posts for 2017: E-commerce Link Digest

Hey, Big Thinkers! No big setup today. Just 7 exceptional e-commerce and digital strategy posts for 2017. Enjoy:

  1. First, we’ve got a post that answers this key question: “How Can You Succeed at Digital Marketing Next Year? 17 Great Posts Offer Answers.”
  2. A recent episode of Thinks Out Loud, our e-commerce and digital strategy podcast, looks at “Voice, VR, AR, and AI: Hype or Hope for Marketers?”
  3. Another big episode of the podcast explains “Why I’m Bullish on Mobile Payments and Messaging.”
  4. One last podcast episode for this week’s round-up explores these “3 Trends Driving Your 2017 Digital Strategy.”
  5. Our E-commerce Link Digest highlights “10 Excellent Content, Personalization, and Customer Experience Insights” you won’t want to miss.
  6. And these “13 Key Insights About Mobile Commerce, Payments, and Content Marketing” will help you build your plans for 2017… and deliver on them too.
  7. Finally, why not continue the fun with this round-up of “8 Digital Marketing Insights to Kick-Off 2017 the Right Way”? You’ll be glad you did.
  • 9 Nifty E-commerce and Digital Strategy Notes for the New Year: E-commerce Link Digest
  • If you want learn even more about how your customers’ changing behavior shapes e-commerce and marketing, be sure and register to receive a special report I’ve produced in conjunction with hotel marketing firm Vizergy, “Digital Hotel Marketing in a Multiscreen World.” While it’s targeted specifically at hotel and resort marketers, the lessons apply to just about any business. You can get your free copy of the report here.

    You can also check out these slides and video from my recent webinar, “Digital Marketing Directions: Three Key Trends Driving Your Marketing Next Year”:

    Finally, you might enjoy some of these past posts from Thinks to help you build your e-commerce strategy and your digital success:

    Tim Peter

    By

    February 9, 2017

    It’s Time to Stop Calling Mobile a Trend (Thinks Out Loud Episode 187)

    February 9, 2017 | By | No Comments

    Looking to drive results for your business? Click here to learn more.


    It's Time to Stop Calling Mobile a Trend (Thinks Out Loud Episode 187)

    It’s Time to Stop Calling Mobile a Trend (Thinks Out Loud Episode 187) – Headlines and Show Notes

    Subscribe to Thinks Out Loud

    Contact information for the podcast: podcast@timpeter.com

    Past Insights from Tim Peter Thinks

    You might also want to check out these slides I had the pleasure of presenting recently about how to lead mobile-focused digital transformation within large organizations (a topic we’ve been talking about a fair bit lately). Here are the slides for your reference:

    Technical Details for Thinks Out Loud

    Recorded using an Shure SM57 microphone through a Mackie Onyx Blackjack USB recording interface into Logic Express 9 for the Mac.

    Running time: 11m 14s

    You can subscribe to Thinks Out Loud in iTunes [iTunes link], the Google Play Store, via our dedicated podcast RSS feed )(or sign up for our free newsletter). You can also download/listen to the podcast here on Thinks using the player at the top of this page.

    Tim Peter

    By

    February 3, 2017

    8 Amazing AI and Customer Experience Posts For You: E-commerce Link Digest

    February 3, 2017 | By | One Comment

    Looking to drive results for your business? Click here to learn more.


    8 Amazing AI and Customer Experience Posts For You: E-commerce Link Digest

    Hey, Big Thinkers! No big setup today, folks. Just a quick list of 8 amazing AI and customer experience posts for you. Enjoy:

    1. Kevin J. Ryan at Inc. explains “Why It Matters That Artificial Intelligence Is About to Beat the World’s Best Poker Players.” What does that have to do with your business? Well, a lot as these next few posts demonstrate.
    2. First, Entrepreneur offers an infographic that outlines “The Growth of Artificial Intelligence in E-commerce.” That’s a real business impact isn’t it?
    3. We’ve rounded up a collection of “9 Great Posts Focused on Digital Transformation, Strategy, and AI” as part of our ongoing E-commerce Link Digest series for other examples.
    4. Similarly, a recent episode of Thinks Out Loud, our e-commerce and digital strategy podcast, asks the critical question, “Voice, VR, AR, and AI: Hype or Hope for Marketers?”
    5. eConsultancy looks at “How AI Will Impact Marketing and the Customer Experience” and uncovers exactly how important AI will become.
    6. Shifting gears towards CX more fully, Sprinklr highlights “What Customer Experience Will Look Like in 2017 — and Beyond” that you’ll definitely want to check out.
    7. Meanwhile, CMO.com says, “Digital Trends 2017: Seamless CX Calls For Change.” Very true.
    8. Given all the changes you’re seeing around AI and the rise of customer experience to your success as a marketer, check out “How Can You Succeed at Digital Marketing Next Year? 17 Great Posts Offer Answers”

    If you want learn even more about how your customers’ changing behavior shapes e-commerce and marketing, be sure and register to receive a special report I’ve produced in conjunction with hotel marketing firm Vizergy, “Digital Hotel Marketing in a Multiscreen World.” While it’s targeted specifically at hotel and resort marketers, the lessons apply to just about any business. You can get your free copy of the report here.

    You can also check out these slides and video from my recent webinar, “Digital Marketing Directions: Three Key Trends Driving Your Marketing Next Year”:

    Finally, you might enjoy some of these past posts from Thinks to help you build your e-commerce strategy and your digital success:

    Tim Peter

    By

    January 29, 2017

    5 Hospitality Marketing Trend Posts You Won’t Want to Miss: Hospitality Marketing Link Digest

    January 29, 2017 | By | No Comments

    Looking to drive results for your business? Click here to learn more.


    5 Hospitality Marketing Trend Posts You Won't Want to Miss: Hospitality Marketing Link Digest

    Hiya, Big Thinkers! We’ve got a great collection of 5 hospitality marketing trend posts you won’t want to miss for you this week. So let’s get straight to it. Enjoy:

    1. A recent post from Snapshot demands “No More Spaghetti: Where Hotel Technology Must Go in 2017” that’s well-worth your time.
    2. CustomerThink outlines “7 Mobile Marketing Techniques for the Travel Industry” that are also worth a look.
    3. While we already mentioned this next post in last week’s collection of “6 Quick Must-Read Hospitality Marketing Posts,” you’ll definitely want to check out TrustYou’s prediction that “2017 Will Be The Year of the Hotel Guest.” There may simply be no more meaningful long-term trend for your hotel.
    4. And since we’re mentioning previously-profiled posts, take a quick peek at these “6 Quick Hotel Distribution and Digital Marketing Insights” and this set of “5 Fast Travel Distribution and Digital Marketing Insights,” both from our ongoing Hospitality Marketing Link Digest series.
    5. Finally, be sure to read Tnooz’s look at “Personalized Inspiration: Empowering Ultimate Travel Search” for insights into why personalization matters in travel. And for further thoughts on that very same topic, we’ve covered the topic as well, explaining “Why Hotel Marketing Depends on Personalization” and declaring “Personalization Starts With a Person.” Good stuff all around.

    Hope you have a great week ahead, Big Thinkers!

    If you’re looking for even more hospitality marketing goodness, you might also want to take a moment to review the slides from Tim’s recent seminar, “Digital Marketing Directions 2016: The Key Trends Driving Your Hotel Marketing Next Year” here:

    Finally, you will definitely want to check out some of our past coverage of the mobile, local, social web and how to make it work for your hotel, including:

    Tim Peter

    By

    January 26, 2017

    Voice, VR, AR, and AI: Hype or Hope for Marketers? (Thinks Out Loud Episode 186)

    January 26, 2017 | By | No Comments

    Looking to drive results for your business? Click here to learn more.


    Voice, VR, AR, and AI: Hype or Hope for Marketers? (Thinks Out Loud Episode 186) – Headlines and Show Notes

    VR/AR

    Voice, VR, AR, and AI: Hype or Hope for Marketers?  (Thinks Out Loud Episode 186)

    AR will be bigger

    AI/Machine Learning

    Voice and/or Audible Computing

    5G

    Where We’re Headed

    Subscribe to Thinks Out Loud

    Contact information for the podcast: podcast@timpeter.com

    Past Insights from Tim Peter Thinks

    You might also want to check out these slides I had the pleasure of presenting recently about how to lead mobile-focused digital transformation within large organizations (a topic we’ve been talking about a fair bit lately). Here are the slides for your reference:

    Technical Details for Thinks Out Loud

    Recorded using an Shure SM57 microphone through a Mackie Onyx Blackjack USB recording interface into Logic Express 9 for the Mac.

    Running time: 15m 9s

    You can subscribe to Thinks Out Loud in iTunes [iTunes link], the Google Play Store, via our dedicated podcast RSS feed )(or sign up for our free newsletter). You can also download/listen to the podcast here on Thinks using the player at the top of this page.