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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 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 26, 2017

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

January 26, 2017 | By | No Comments

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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.

Tim Peter

By

January 20, 2017

9 Great Posts Focused on Digital Transformation, Strategy, and AI: E-commerce Link Digest

January 20, 2017 | By | No Comments

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


9 Great Posts Focused on Digital Transformation, Strategy, and AI: E-commerce Link Digest

Hey, Big Thinkers! No big setup today, folks. Just a quick list of 9 great posts focused on digital transformation, strategy, and AI. Enjoy:

  1. Leading off, CMO.com talked with Luca Cavalcanti, the digital channel director of the large Brazilian bank “Bradesco, About How They Take On Digital Transformation.” Good stuff.
  2. Continuing with the digital transformation theme, Econsultancy lists “Five Things to Include in Your Digital Transformation Playbook” that you won’t want to miss.
  3. A recent episode of Thinks Out Loud, our e-commerce and digital strategy podcast, looks at “Why Digital Transformation Matters for Your Business.” Be sure to check it out.
  4. Ars Technica has a great piece called “‘OK Facebook’ — Why Stop at Assistants? Facebook Has Grander Ambitions for Modern AI” that’s worth a read.
  5. On a related note, Geekwire reports on a group of entrepreneurs who’ve launched a “New $27 Million Fund Backs AI Research for the Public Interest” that may influence where AI goes in the future.
  6. Keeping the AI topic going, we put together this collection of “VR, AI, and UX: 7 Posts Highlighting Top Trends for 2016” for you.
  7. Changing gears, Marketing Week has a fantastic piece on how to “Build the Marketing Team of the Future” that is well worth your time.
  8. Of course, keeping ahead of the competition involves improving your own skills, too. So give a listen to “How to Keep Up With Technology as a Marketer: The Quick and Dirty Guide” when you get a moment.
  9. Finally, check out these posts on “3 Trends Driving Your 2017 Digital Strategy” and “How Can You Succeed at Digital Marketing Next Year? 17 Great Posts Offer Answers” too. You’ll be glad you did.

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 14, 2017

9 Nifty E-commerce and Digital Strategy Notes for the New Year: E-commerce Link Digest

January 14, 2017 | By | No Comments

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


9 Nifty E-commerce and Digital Strategy Notes for the New Year: E-commerce Link Digest

Hey, Big Thinkers! Don’t want to take too much time setting things up today, so instead let’s get right to this list of 9 nifty e-commerce and digital strategy notes for the New Year. Enjoy:

  1. Leading off, Fortune reports that this was a “Record-Setting Holiday for Retail: Online Sales Surge to $91.7 Billion,” which, y’know, is a lot.
  2. While we’re talking about e-commerce — though, to be fair, that’s kind of our thing around here — we went ahead and rounded-up this collection of “13 Key Insights About Mobile Commerce, Payments, and Content Marketing” as part of the ongoing E-commerce Link Digest series.
  3. On the content marketing front — see what I did there? — Brand Quarterly explains that “Content Is King… As Long As The Kingdom Is Interested!”
  4. So, speaking of content, check out “Trends for 2017: What Your Content Marketing Strategy Looks Like” from Thinks Out Loud, our weekly e-commerce and digital strategy podcast.
  5. Business Insider put together a list of “The Best and Worst Social Networks, According to a College Student” that’s really cool.
  6. Our own Tim Peter has a post over at Biznology that lists a great set of “New Year’s Resolutions for Digital Marketers” you’ll definitely want to check out.
  7. And while we’re on that topic, you’ll also want to check out this post that asks, and answers, “How Can You Succeed at Digital Marketing Next Year? 17 Great Posts Offer Answers.”
  8. You also won’t want to miss another episode of Thinks Out Loud that looks at “3 Trends Driving Your 2017 Digital Strategy.”
  9. And, finally, be sure to check out these “8 Digital Marketing Insights to Kick-Off 2017 the Right Way,” also from the the E-commerce Link Digest series. It seems like a great way to round out the week, and this list of 9 nifty e-commerce and digital strategy notes for the New Year too, don’t you think?

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 12, 2017

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

January 12, 2017 | By | No Comments

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


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

By

December 22, 2016

Marketing Lessons Learned in 2016 (Thinks Out Loud Episode 184)

December 22, 2016 | By | No Comments

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


Marketing Lessons Learned in 2016 (Thinks Out Loud Episode 184)

Marketing Lessons Learned in 2016 (Thinks Out Loud Episode 184) – 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 38s

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

December 14, 2016

Trends for 2017: What Your Content Marketing Strategy Looks Like (Thinks Out Loud Episode 183)

December 14, 2016 | By | No Comments

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


Trends for 2017: What Your Content Marketing Strategy Looks Like (Thinks Out Loud Episode 183)

Trends for 2017: What Your Content Marketing Strategy Looks Like (Thinks Out Loud Episode 183) – 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: 15m 37s

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.