Editorial Board   Guest Author

Ms. Benjamin

Beth Benjamin

Senior Director of CX Strategy Research Group, Medallia

Beth Benjamin is the senior director of Medallia's CX Strategy Research group. She has more than 20 years of experience conducting research, teaching and writing in the field of organizational science. Formerly the head of the Stanford Graduate School of Business' Center for Leadership Development & Research and the Stanford GLOBE Initiative, Ms. Benjamin has led research and consulting projects for large organizations, small startups, nonprofits and professional services firms, often on an international scale. Previously, she was an organizational behaviorist at the RAND Corporation, where she conducted research in the areas of human resource strategy, implementing large-scale change, and employment law. During that time she also held a joint appointment at the University of Southern California's Marshall School of Business. Ms. Benjamin has authored a number of articles published in both scholarly journals and the applied business press. She earned her Ph.D. in Business Administration (Organizational Behavior) from Stanford University; M.A. in Industrial/Organizational Psychology from the University of Maryland; and B.A. from Cornell University.

Please visit http://www.medallia.com/resource/engaging-customers-through-social-media-making-it-operational/ for more information.

Ms. Benjamin can be contacted at 650-321-3000 or bbenjamin@medallia.com

Coming up in January 2020...

Mobile Technology: Meeting Tech Expectations

What once seemed futuristic is now the norm, owing to the escalating developments in mobile technology, and hotels must continue to innovate in order to meet guest expectations. In a recent study from Mower, 65 percent of guests said they would gladly pay more for a hotel that provides the mobile technology they deem essential. The same study shows that 44 percent of travelers are more likely to book a smart hotel, and nearly 7 in 10 want to use smart devices provided by the hotel. And how do guests wish to use all this technology? A majority expressed a desire for mobile check-in and check-out, and mobile payment options. They also want to be able to stream content from their phone to the TV; to make service requests of the hotel staff; to control in-room lighting, temperature and sound; to order food and beverages; and to request a wake-up call - all from their mobile device. Guests also expressed preferences for robust wi-fi and convenient device charging ports throughout the hotel. They also appreciate the use of hotel branded apps which allow a guest to book a room, access loyalty programs, receive discounts and rewards, and even use the app to choose the room, floor and view they prefer. Some hotel apps also allow a customer to track their charges throughout their stay, rather than waiting to receive a bill at the end. Finally, mobile tech lounges are popping up more frequently in some hotels. These lounges offer guests the opportunity to perform tasks like airline check-ins or access to local info guides, but they also provide a place where guests can comfortably get some work done outside their room. The January Hotel Business Review will report on what some hotels are doing to meet their customers' expectations in the mobile technology space.