Editorial Board   Guest Author

Mr. Campbell

Chris Campbell

Chief Tracking Officer, Review Trackers

Chris Campbell is the founder and Chief Tracking Officer of Review Trackers, a B2B software and service company dedicated to helping enterprises, organizations, and businesses with multiple locations monitor and manage online reviews. Review Trackers is powered by proprietary data collection technology that aggregates and centralizes data from all major online review sites, including TripAdvisor, Google, Yelp, Citysearch, and Foursquare. The company was selected as an Innovative Web Technologies finalist for SXSW Interactive Accelerator 2013, chosen as an SMB Future Digital Marketing Star by BIA/Kelsey, and selected as one of the top 20 companies in Start-Up Chile, Latin America’s premier capital network and entrepreneurship hub. An online marketing strategist with extensive tech entrepreneurial experience, Mr. Campbell founded Review Trackers in early 2012 with the vision of making the company the premier provider of all consumer-generated review data. Before Review Trackers, he successfully developed marketing campaigns for the United Nations, Dell, University of Chicago, Nissan, Pep Boys, and Jamba Juice, among many others. He won the 2009 DePaul University Outstanding Entrepreneur of the Year Award, and his work has appeared on Forbes, USA Today, Ad Age, Tech Crunch, The Next Web, and Crain’s Chicago Business. Mr. Campbell is also a Global Facilitator for Startup Weekend, having organized and participated in over 30 events in cities around the world, with a finger always on the pulse of the global entrepreneurial community.

Mr. Campbell can be contacted at 866-854-7670 or info@reviewtrackers.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.