ENHANCING CUSTOMER SERVICE CULTURE IN THE HOSPITALITY INDUSTRY: THE VALUE OF ACCOUNTABILITY THROUGH GUEST SURVEYS
by George Polyard
Learn how guest surveys not only provide valuable insights into guest experiences but also serve as a powerful tool to drive accountability and positive change.
OTA DISTRIBUTION STRATEGY: The essentials of managing OTA distribution for independent hotels
by Sue Murphy
This paper provides tips for independent hotels in leveraging OTA partnerships without undermining proprietary loyalty programs or direct booking channels.
ENHANCING CUSTOMER EXPERIENCE AND DRIVING REVENUE GROWTH
By George Polyard
This paper examines how online reviews ultimately drive significant growth in total revenue by enhancing customer service, improving SEO, stimulating direct bookings, and more.
THE SERVICE RECOVERY PARADOX: TURNING DISSATISFACTION INTO LOYALTY
by Robert Levine
This paper delves into the intricacies of the service recovery paradox, examining its underlying mechanisms, real-world applications, and implications for businesses aiming to excel in customer-centric strategies.
EXPLORING THE FACTORS BEHIND HIGHER TURNOVER FOR WORK-AT-HOME AGENTS VS. IN-CENTER AGENTS
by Robert Levine
An increasing number of companies are adopting remote work options for their contact center agents. This article examines the impact of remote work on agent turnover.
BPO CONTACT CENTER INDUSTRY CONTINUES TO GROW DESPITE GAINS IN ARTIFICIAL INTELLIGENCE
by Robert Levine
This paper presents an exploration into the significant growth of the contact center BPO industry despite the rapid advancements in AI.
LEVERAGING USER-GENERATED-CONTENT TO ELEVATE YOUR BRAND'S ONLINE PRESENCE
by Rosalie Stahley
This guide presents an in-depth exploration of the multifaceted realm of User-Generated-Content (USG), including examples for the hospitality and casino industry.
CHOOSING CALL TRANSCRIPTION SOFTWARE - Key Considerations
by Barbara Edwards
Not all call transcription services are created equal, and selecting the right one requires careful consideration. This article delves into the key considerations when choosing a transcription software for your operation.
BEST PRACTICES FOR OPTIMIZED CONTACT CENTER OPERATIONS
by Barbara Edwards
A well-managed contact center is essential for delivering exceptional customer service and maintaining customer satisfaction. Whether you're looking to improve your existing contact center or set up a new operation, learn best practices and tips that will guide you toward success.
UNDERSTANDING THE TRUE TOTAL COST OF OPERATING A CONTACT CENTER
by Barbara Edwards
Understanding the cost of running a contact center is critical for businesses to make informed decisions about how to manage their operations effectively. This white paper explores the key factors that contribute to the total cost of operating a contact center, as well as how to calculate those costs accurately.
ADVANTAGES TO OUTSOURCING YOUR CONTACT CENTER OPERATIONS
by Barbara Edwards
Outsourcing your contact center operations can provide several advantages to your business, including cost savings, enhanced service quality, scalability, the ability to go omnichannel, and more.
SEARCH ENGINE OPTIMIZATION - Understanding the Basics
by Rosalie Stahley
Looking to stay ahead of the competition and boost your website's search engine rankings? Learn how to optimize your website for search engines and drive more traffic to your site.
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.
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.
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.
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.
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.
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.
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).
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.
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.
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.
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. .
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.
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.
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).
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.
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.
