“What Really is good service and how do you create a culture for it”

Live Show Player

CoHosts
Tim Peter

Show Notes

Topics;

1. Airbnb canceled the Great Wall promo: https://www.thestar.com.my/tech/tech-news/2018/08/08/airbnbs-great-wall-of-china-competition-crumbles-as-heritage-bureau-fails-to-give-green-light/
2. The Skift Mobile Survey requires a $695 purchase and doesn’t tease any meaningful stats
3. Timeless customer service lessons from an epic Marriott fail | Schaefer Marketing Solutions: We Help Businesses {grow} https://www.businessesgrow.com/2018/08/07/marriott-fail/
* On this one, Mark is a friend of mine, and while I think he’s being a little bitchy, his overall point is valid. Worth talking about.
4. Airbnb Lets You Stay the Night At The Great Wall Of China : TechNewsToday https://www.reddit.com/r/TechNewsToday/comments/93xslo/airbnb_lets_you_stay_the_night_at_the_great_wall/
5. U.S. Traveler In-Destination Mobile Usage Survey 2018 – Skift https://research.skift.com/reports/u-s-traveler-in-destination-mobile-usage-survey-2018/
* This is a big — and for my money — underreported situation
6. Points-Obsessed Travelers Are Terrified of Losing Perks – Bloomberg https://www.bloomberg.com/news/features/2018-08-01/the-marriott-starwood-merger-puts-a-points-program-to-the-test

TOPICS – LIVE SHOW #157:

Top Story

1. The Reality Behind Voice Shopping Hype
https://www.theinformation.com/articles/the-reality-behind-voice-shopping-hype
NOTE: Requires Free Registration

1. How Smart Speakers Are Poised to Reinvent the Travel Industry
https://hbr.org/2018/08/how-smart-speakers-are-poised-to-reinvent-the-travel-industry

Brands

2. Marriott sees revenue weakness in third quarter, shares fall
https://www.reuters.com/article/us-marriott-intnl-results/marriott-sees-revenue-weakness-in-third-quarter-shares-fall-idUSKBN1KR2BH

1. Marriott-Starwood integration still rocky for some hotel owners
https://www.bizjournals.com/washington/news/2018/08/06/marriott-starwood-integration-still-rocky-for-some.html

2. Timeless customer service lessons from an epic Marriott fail

Timeless customer service lessons from an epic Marriott fail

3. Airbnb Is Quietly Borrowing Ideas From the Hotel Industry to Build Up Its Inventory

Airbnb Is Quietly Borrowing Ideas From the Hotel Industry to Build Up Its Inventory

1. Airbnb guests accuse it of deleting negative reviews and boosting bad hosts
https://qz.com/1333242/airbnb-reviews/

4. Luxury Hotelier Belmond Considers Putting Itself Up for Sale

Luxury Hotelier Belmond Considers Putting Itself Up for Sale

Intermediaries

5. Expedia Is Coming After Airbnb, Booking in Home-Rental Market
https://www.bloomberg.com/news/articles/2018-08-08/expedia-is-coming-after-airbnb-booking-in-home-rental-market

6. Is the Metasearch Model in Big Trouble?

Is the Metasearch Model in Big Trouble?

Tech

7. One simple way to get more out of Google
https://blog.google/products/google-one/one-simple-way-get-more-out-google/
NOTE: Google is selling discounted hotel rooms as an added benefit to subscribers of expanded storage plans

8. Where hoteliers, tech vendors get wires crossed
http://hotelnewsnow.com/Articles/288758/Where-hoteliers-tech-vendors-get-wires-crossed

1. CitizenM on the unhappy marriage of tech and hotel companies
https://www.phocuswire.com/Video-CitizenM-hotel-technology
NOTE: 10 minute video interview of CEO Michael Levie

Marketing

9. Handiscover, the startup that helps you find accessible travel accommodation, raises $700K

Handiscover, the startup that helps you find accessible travel accommodation, raises $700K

10. Points-Obsessed Travelers Are Terrified of Losing Perks
https://www.bloomberg.com/news/features/2018-08-01/the-marriott-starwood-merger-puts-a-points-program-to-the-test

11. The 21 Uncomfortable Truths That I Have Learned About the Travel Industry

The 21 Uncomfortable Truths That I Have Learned About the Travel Industry

Ruh-Roh

12. A fatal helicopter crash exposes the complexities—and risks—of influencer marketing
https://www.popsci.com/social-media-influencers-FTC-federal-guidelines