Every business in every industry has its own unique needs and challenges. Because of this, the metrics that one business tracks will be different from those that are important to its neighbor, even if they’re operating in the same industry. For instance, a business with a strong company culture may be less focused on metrics...Continue Reading
Larry Mogelonsky, the founder of LMA Communications Inc., brings his rich history in marketing and hospitality to his work as a consultant for hospitality brands. He has been published approximately 2,000 times, including three books on hotel management: “Are You an Ostrich or a Llama?”, “Llamas Rule”, and “Hotel Llama.” He sat down to talk...Continue Reading
Reputation is important to any business in any industry, but it may be even more important to brands operating in hospitality. There’s a reason TripAdvisor and Yelp are such huge players in this field, and while 50 percent of consumers read reviews before choosing a restaurant, according to TripAdvisor an overwhelming 77 percent read them before...Continue Reading
As we’ve covered throughout our series on reputation management, online reviews are now considered a crucial part of business success. Consumers treat online reviews as they would a recommendation from a trusted friend; 77 percent of travelers read reviews before they book a hotel and 50 percent of consumers read them before choosing a...Continue Reading
Warren Buffett once said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Why is reputation so important? A good reputation is what keeps customers coming through the door. A bad reputation, on the other hand, can cause deep damage to...Continue Reading
In an era where human activity is conducted as much online as it is in the real world, review websites are a critical component of the travel and hospitality industries. So, just how important are online reviews? Here are a few statistics to give you an idea. Don’t underestimate the number of people who are...Continue Reading
The Benbria Blog
The Benbria Blog offers insights into the latest research in the field of customer engagement technology and best practices, with a focus on real-time messaging and measurement of the experience.