Editorial Board   

Mr. Kiesner

Steve Kiesner

Director of National Accounts, Edison Electric Institute

Steve Kiesner is Director of the Edison Electric Institute's National Accounts Program. Based in Washington, D.C., EEI is the trade association of shareholder-owned energy companies. Its members produce approximately 79% of all of the electricity generated by electric utilities in the US. EEI's National Accounts provides multi-site companies with marketing information and intelligence. It also serves as a clearinghouse of information for the industry and provides forums for its members and multi-site national customers to engage one other-conduct business, discuss important issues, and share information. The National Accounts program also provides grass root lobbying initiatives with commercial customers. Steve has been with EEI's National Accounts since August, 1996. Before EEI, Steve was with the Potomac Electric Power Company (Pepco) for seven years where he served as customer representative for the federal government including the GSA, White House, Architect of the U.S. Capitol, National Parks Service, Smithsonian Institution, FBI, and several federal agencies others. He also was involved in implementing Pepco's Curtailable Load Program, an end-use management program for large commercial customers. Steve has a B.S. degrees in Economics and Business-Finance.

Mr. Kiesner can be contacted at 202-508-5000 or skiesner@eei.org

Coming up in February 2019...

Social Media: Getting Personal

There Social media platforms have revolutionized the hotel industry. Popular sites such as Facebook, Twitter, Pinterest, Instagram, Snapchat, YouTube and Tumblr now account for 2.3 billion active users, and this phenomenon has forever transformed how businesses interact with consumers. Given that social media allows for two-way communication between businesses and consumers, the emphasis of any marketing strategy must be to positively and personally engage the customer, and there are innumerable ways to accomplish that goal. One popular strategy is to encourage hotel guests to create their own personal content - typically videos and photos -which can be shared via their personal social media networks, reaching a sizeable audience. In addition, geo-locational tags and brand hashtags can be embedded in such posts which allow them to be found via metadata searches, substantially enlarging their scope. Influencer marketing is another prevalent social media strategy. Some hotels are paying popular social media stars and bloggers to endorse their brand on social media platforms. These kinds of endorsements generally elicit a strong response because the influencers are perceived as being trustworthy by their followers, and because an influencer's followers are likely to share similar psychographic and demographic traits. Travel review sites have also become vitally important in reputation management. Travelers consistently use social media to express pleasure or frustration about their guest experiences, so it is essential that every review be attended to personally. Assuming the responsibility to address and correct customer service concerns quickly is a way to mitigate complaints and to build brand loyalty. Plus, whether reviews are favorable or unfavorable, they are a vital source of information to managers about a hotel's operational performance.  The February Hotel Business Review will document what some hotels are doing to effectively incorporate social media strategies into their businesses.