Editorial Board   Guest Author

Mr. Coughlin

Michael Coughlin

Managing Director, Digital Blue Creative

Michael Coughlin has twelve years of experience of working in the digital marketing space with core competencies in online branding, marketing analytics consulting, global paid search management, social media management, creative video production, and website usability. He has wide-ranging expertise working with companies as small as early stage startups to companies as large global Fortune 500 enterprises. Prior to forming his own agency business, Mr. Coughlin played pivotal roles in the early stage growth of multiple digital marketing companies. As Manager of Paid Search and Media Buying at Acronym Media in New York, he helped form and lead a team of digital marketing professionals for over five years and has been a leader in industry innovation ever since. After leaving Acronym in early 2010, he went on to form a hybrid search and social media marketing consulting and thought leadership group where he led business development and marketing efforts for the company. Throughout his career, Mr. Coughlin gained tremendous experience working with global companies in almost every industry, including big brands such Four Seasons Hotels & Resorts, XV Beacon hotel, Humana, Sony Music, SAP, Wharton School of Business, Scholastic, National Grid, BMW, Boston.com, and Boston Globe. For Four Seasons, he managed marketing campaigns in as many as fifteen different languages in as many as thirty countries. Currently, Mr.Coughlin manages his own creative digital agency, Digital Blue Creative. Whether itís producing captivating commercial videos, implementing search and social campaigns that attract traffic rather than compete for it, or designing analytics programs that help determine the truest return on investment, Digital Blue Creative helps businesses cut through the clutter and make a lasting impression in todayís overcrowded marketplace. With a BA in Communication from Boston University, Mr. Coughlin is a public speaker and frequently speaks at SEMPO (Search Engine Marketing Professional Organization) and ClickZ events (formerly Search Engine Strategies) events across the nation. He has also contributed to multiple articles in publications such as Newsday, Tech Investor News, Website Magazine, The Canvas Mag, NBC Chicago, and Search Engine Journal.

Mr. Coughlin can be contacted at 1-844-468-6258 or Mike@DigitalBlueCreative.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.