Live Show 69 December 2nd 2016
“Alex explains that it is no wonderland for guest engagement with ALICE, while we discuss how real guest personalization can work with the right combination of platforms”
Our Animated Recap
Show Notes
Co-Hosts
Edward StOnge
Tim Peter
Robert Cole
special guest co-host Alex Shashou with Alice
Minute 4 — Some Phocuswright stats STR Occ forecast down for ’16 by half a point ADR of 2.8%
Minute 7 — Introduce our co-host Alex and get a review of the service.
Minute 11 — The trends of what is hot each year, this year its messaging
Minute 14 — Ask this question always. “How does this improve the guest experience”? if it does find the money if not don’t waste it.
Minute 17 — NPS -Net Promoter Score — single most accurate way of measuring — Alex
Minute 24 — How is using Alice not giving away guest service? Alex lancers that its a service provider similar to Salesforce, it’s the properties to use and succeed with.
Minute 27 — Alice KPI calculations
Minute 31 — What kind of crossover exists between what Alice is doing and social engagement?
Minute 41 — Case studies of success on the Alice strategy
Minute 45 — How much does revenge increase per star in ratings you can increase rate by 9% and revenue 25% per guest (Wall Street Journal)
Minute 47 — Additional value to Alice is the ability to acknowledge team performance and validating it.
Minute 60 — Alex’s hotel history
Minute 65 — Membership values and how Alice can assist
Minute 69 — Personalization, and being consistent with it is a key element to future value with guests.
Minute 71 — Process of how Alice gets reviewed and integrated into a properties program
Minute 77 — Ed has to leave
Minute 79 — How to connect operations and marketing is one of the greatest challenges to Alice and its use
Minute 87 — Types of membership rewards values like Wyndham’s ‘at your request’
Minute 93 — Tim and Alex departed
Minute 97 — three pillars that effect a hotel most — GM / Concierge / Chef
Minute 104 — Show ends