OUR INSIGHTS


. featured accomplishments & insights

Thought leadership in action.

Explore the latest accomplishments and insights of the ComOps team, as well as some thoughtful and relevant articles we would like to share.

Our White Papers


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Total Revenue Optimization-Casino Hotels

by Sue Murphy

Looking at total revenue optimization for casino hotels specifically, this article focuses on how appropriate segmentation and dynamic yielding can be implemented to optimize total worth.

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CX SURVEY DESIGN SERIES Net Promoter Score

by George Polyard

The Net Promoter Score is a commonly used metric in CX. This article, in a series on CX-survey design, explores its history and advantages.

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CX SURVEY DESIGN SERIES: WHICH DIRECTION SHOULD A SCALE GO?

by George Polyard

The customer experience (CX) survey design series explores decisions practitioners face when designing a CX survey. These decisions impact response rates and the resulting data. In this article, the display order of survey scales is explored. Should a survey scale start with the lowest option or the highest.

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CX SURVEY DESIGN SERIES: WHICH SCALE TO USE?

by George Polyard

In this article in a series on CX-survey design, the type of scale used is explored. Scales may include just two or as many as eleven options, and there are pros and cons to each approach.

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KNOW YOUR CUSTOMER

by Rosalie Stahley

This article defines what a Customer Data Platform (CDP) is and why you should add a CDP to your marketing tool kit.

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FIVE TIPS FOR AN EFFECTIVE SURVEY

by George Polyard

George Polyard, Vice President of Customer Experience at ComOps, outlines top five tips in creating effective customer experience surveys.

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FORECAST ACCURACY: WHY MAPE?

by Robert Levine

This article examines one of the most commonly used KPIs to measure forecast accuracy, the mean absolute percentage error (MAPE).

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LIES, DAMNED LIES AND CALL CENTER STATISTICS

by Matt Flemming

Matt Flemming, COO of ComOps, examines some of the most important KPIs in a contact center.

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THE REVENUE DIRECTOR & CASINO CUSTOMER VALUATION

by Matt Flemming

Understand the role of the casino revenue director and why it is vitally important to understand all aspects of the customer valuation method and where to look for gains.  

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smiling call center employees

THE IMPACT OF CONTACT CENTERS IN THE HOSPITALITY INDUSTRY

by Robert Levine

This article examines some of the most important trends of Contact Centers in the reservation process. It goes into detail the impact COVID-19 has had on the reservation process.

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Articles featuring our accomplishments


Robert Levine HSMAI Honors

HSMAI HONORS 2017 TOP 25 EXTRAORDINARY MINDS

Recognized for his accomplishment in 2016, Robert was the Revenue Management Professional of the Year for South Florida, awarded directly by his peers in South Florida. In 2017, HSMAI awarded Robert as one of the Top 25 Extraordinary Minds in Sales, Marketing, and Revenue Optimization at the Adrian Awards in NYC. .  

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INTRODUCTION OF A NEW BOOKING ENGINE FOCUSED ON LOYALTY (ECOMMERCE)

Learn more about the success Hard Rock Hotel & Casino, Hollywood had with their custom casino hotel booking engine and central reservations development project. This was a partnership between three great firms: Agilysys, SHR, and Cendyn. Project was led by Robert Levine & Rosalie Stahley. 

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Research & Articles We Recommend


NET PROMOTER 3.0

by Fred Reichheld, Darci Darnell, and Maureen Burns

Published in Harvard Business Review in 2021, this article provides an updated take on the Net Promoter Score presented in 2003. With a couple easy team of tracking customer acquisition, the article examines how you can measure ROI of your NPS and CX programs.

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THE THRESHOLD-CROSSING EFFECT: JUST-BELOW PRICING DISCOURAGES CONSUMERS TO UPGRADE

by Junha Kim / Selin A. Malkoc / Joseph K. Goodman

Revenue Managers often set prices just-below a round number (e.g., $39)—a strategy that lowers price perceptions and increases sales. The authors question this conventional wisdom in a common consumer context: upgrade decisions (e.g., whether to upgrade a rental car or hotel room).

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THE ORIGIN OF REVENUE MANAGEMENT IN THE HOSPITALITY INDUSTRY

by Trevor Stuart-Hill

Learn more about the origins of Revenue Optimization as we know it today. It all started with a chance encounter in the friendly skies.  

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THE ONE NUMBER YOU NEED TO GROW

by Frederick F. Reichheld

Published in Harvard Business Review in 2003, this article is still relevant for almost all business verticals at all stages of their lifecycle.  Guest willingness to promote your organization has been shown to be the #1 indicator of their willingness to share more of their wallet (time & money) with your organization.  

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