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Tim Peter Thinks

Tim Peter

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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

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January 12, 2017

3 Trends Driving Your 2017 Digital Strategy (Thinks Out Loud Episode 185)

January 12, 2017 | By | No Comments

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3 Trends Driving Your 2017 Digital Strategy (Thinks Out Loud Episode 185)

3 Trends Driving Your 2017 Digital Strategy (Thinks Out Loud Episode 185) – 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: 13m 15s

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

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October 16, 2016

6 Crucial Insights Into the Future of Travel Marketing: Hospitality Marketing Link Digest

October 16, 2016 | By | No Comments

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6 Crucial Insights Into the Future of Travel Marketing

Hey, Big Thinkers! Hope you’re having a great week and that you won’t mind if we skip any setup this week in favor of taking you straight to this round-up of 6 crucial insights into the future of travel marketing. Enjoy:

  1. Duetto’s Ed Watkins talked with Cindy Estis Green, CEO and co-founder of Kalibri Labs, about “The Rise of Hotel Metasearch and Its Effect on Distribution.” I agree with a number of Cindy’s conclusions (though I think the focus on “metasearch” as it’s commonly defined is overblown). But in particular think this is the key quote that many hospitality marketers must listen to: “A lot of it has to do with consumer demand. Everybody wants things on their mobile devices.” As Bill Hunt has said, “Customers are the ultimate disruptors.”
  2. You can see one clear example of customers as the ultimate disruptors in the rise of Airbnb. As a new report from the Ted Rogers School of Hospitality and Tourism Management at Ryerson University shows, “Airbnb Guests Tend to Be Motivated by Low Cost and Use It as a Hotel Substitute.” That’s not driven by a specific Airbnb technology. It’s driven by customer behavior. And Airbnb gets it, “Rolling Out a New Homepage, Focused On Experiences” as All About Airbnb reports. I’ve mentioned before that independent hotels are safe from Airbnb but only as long as they compete on their terms, not Airbnb’s. Airbnb is undoubtedly entering the hospitality business. As long as hotel owners and operators continue to focus on experience, on trust, on hospitality, they’ll do just fine. Which makes this next news item particularly disturbing…
  3. Want to know how to lose in the coming world? Create “Hotels Without Humans,” which are coming. But as writer Arnie Weissmann notes, “…wouldn’t a key benefit of technology — consistency — commoditize service standards and erode loyalty?” Yep. Totally. The companies that win in the future will be those that best manage the integration of technology and human service.
  4. Does all this sound like science fiction to you? Well, according to Expedia, “The Future Of Travel Looks Like Science Fiction” with tools like bots, AI, augmented reality (AR), virtual reality (VR), and wearables playing increasing roles in the overall travel experience. And it’s not over yet.
  5. All of these changes can certainly make you ask, “Is Travel Marketing More Frustrating Than Ever?” I strongly believe that the answer should be “no,” but fully understand at the same time why it’s not “absolutely not.” Two tips: One, remember that your mantra for digital should always be “we can figure this out;” and, two, plenty of resources exist to help you keep up with technology as a marketer — including our blog and newsletter.
  6. With that in mind, be sure to check out these “8 Outstanding Lessons from the 2016 HSMAI Digital Marketing Strategy Conference” and this set of “6 Quick Hotel Distribution and Digital Marketing Insights” from the Hospitality Marketing Link Digest series that demonstrate exactly what I’m talking about.

If you’re looking for even more hospitality marketing goodness, you might also want to take a moment to review the slides from my 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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September 16, 2016

10 Terrific E-commerce and Digital Customer Experience Insights: E-commerce Link Digest

September 16, 2016 | By | No Comments

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


10 Terrific E-commerce and Digital Customer Experience Insights: Woman checking out at store with mobile

Howdy, Big Thinkers! No fancy setup this week. Instead just a quick list of 10 terrific e-commerce and digital customer experience insights to carry you through the weekend. Enjoy:

  1. A recent episode of Thinks Out Loud, our weekly e-commerce and digital strategy podcast, looked at “What Amazon’s Jeff Bezos Can Teach You About Digital Marketing.” Which, to be fair, is mostly about disruption. As Bezos once famously said, “Your margin is my opportunity.” The key is to ensure he doesn’t disrupt you.
  2. While we’re talking about Amazon, Business Insider reported that “Amazon Plans to Open up to 100 Pop-Up Stores in US Shopping Malls by Next Year” to shorten the time it takes to put products in their customers’ hands. This is a really big deal, actually, as it helps Amazon solve for the “last mile” and same-day delivery problem.
  3. And, on a highly-related note, the Wall Street Journal has a fascinating article that shows “E-Commerce Is a Boon for Rural America, but It Comes With a Price.” Very interesting read.
  4. One last Amazon story from Bloomberg says that “Amazon Wants Live Sports Streaming Rights.” This is likely a sign of how important Amazon consider Prime membership to its business since, according to GeekWire, “members spend $1,500 a year on average, compared to non-members who spend about $625 a year.” I’d be investing like crazy in content too.
  5. Shifting gears ever so slightly, Econsultancy has a great piece that asks “How Can Retailers Create More Engaging Mobile Experiences In-Store?” Very well worth your time.
  6. Speaking of customer experience, McKinsey created “The CEO Guide to Customer Experience” that you’ll want to check out — and that you’ll want to share with your CEO.
  7. Continuing with this theme, another recent episode of Thinks Out Loud asked “Is Customer Experience the Future of E-commerce?” The quick answer is “yes,” but be sure to give a listen to the whole thing to see how it applies in your world.
  8. Of course, getting customer experience right takes some work. As CMS Wire just said “Digital Customer Experience Isn’t Child’s Play. Just Ask Lego.” Good stuff.
  9. Another Thinks Out Loud episode explained “How to Connect Customer Data and Customer Experience” in some detail. Be sure to give it a listen.
  10. Finally, let’s wrap up this list of 10 terrific e-commerce and digital customer experience insights with one last Thinks Out Loud entry on this same topic claimed “The Future of Digital Arrived Last Week.” Why not give it a listen to see what that means for you?

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

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August 28, 2016

7 Surprising Hotel Marketing Insights: Hospitality Marketing Link Digest

August 28, 2016 | By | No Comments

Want to drive more direct bookings to your hotel? Click here to learn more


7 Surprising Hotel Marketing Insights: Hospitality Marketing Link DigestHey, Big Thinkers! Hope you’re having a fantastic late summer weekend, enjoying some quality time with friends and family. As you get ready for a big week ahead, be sure to check out these 7 surprising hotel marketing insights from the past week. Enjoy:

  1. Tnooz talks with the founders of ALICE, who think hotel operations could learn from innovation in other industries. (I’ve met with company founder Alex Shashou and agree they’re onto something here).This exchange highlights their point of view on why service matters brilliantly:

    “Alex: Have you ever given a TripAdvisor review?
    Tnooz: Yup.
    Alex: Did you write about your booking experience?
    Tnooz: No, I wrote about the service at the property.”

  2. Fox News makes its first appearance here in the Link Digest, asking “Are Travelers Losing the Hotel Booking Wars?” Um… yes. Yes, they are.
  3. Why are travelers losing the hotel booking wars? Well, for starters check out “OTA’s vs. Chain Brands: Expedia Comes Out Swinging.”
  4. If you want to help travelers win instead — to say nothing of your property — be sure to check out these “3 Myths About Hotel Direct Revenue You Must Stop Believing.”
  5. You’re not just competing with OTA’s anymore, of course. According to HotelMarketing.com, “Airbnb Is On Pace to Become World’s 4th Largest Online Travel Company.” That’s worth paying attention to as we go forward.
  6. Speaking of Airbnb, this recent post asks “What Business Is Airbnb In? Hotels? Or Hospitality?” Check it out when you get a chance to see why that matters for your property.
  7. Finally, don’t miss these “8 Outstanding Insights: the Top Travel Marketing Posts of Summer, 2016” and these “21 Can’t Miss Travel Marketing Insights: The Top Posts of 2016 (So Far)” for more insights to help you manage your business heading into fall.

If you’re looking for even more hospitality marketing goodness, you might also want to take a moment to review the slides from my 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: