Editorial Board   Guest Author

Mr. Catlette

Bill Catlette

Co-Founder, Contented Cow Partners, LLC

Bill Catlette is an author, leadership trainer, speaker, and human resources consultant with 35 years' experience helping build highly successful organizations. He is co-author of Contented Cows Give Better Milk: The Plain Truth About Employee Relations and Your Bottom Line; Contented Cows MOOve Faster: How Good Leaders Get People to Put More OOMPH! into their Work; and the new book, Rebooting Leadership: Practical Lessons for Frontline Leaders (and their Bosses) in the New World. Mr. Catlette earned a Bachelor of Business Administration degree from the University of Miami, in Coral Gables, Florida, and immediately embarked on a career that has included a variety of Human Resource management and executive roles in some well known and highly regarded service distribution firms. His corporate ports of call have included Genuine Parts Company, the Atlanta-based distribution arm of NAPA; Automatic Data Processing, where he served as the company's Corporate Manager of Employee Relations; and FedEx, beginning in the company's early years. While there, as a Managing Director, he and his staff were responsible for developing many of the Human Resource programs which enabled that company to become recognized as one of the nation's 5 Best Managed Companies (Forbes Magazine), one of the 100 Best Companies in America to Work For, and, without question, one of the true "world class" service organizations. Upon leaving FedEx in 1989, Mr. Catlette founded The Westar Group, a human resource consulting firm which concentrates primarily on the areas of Employee Relations, Teamwork, Leadership Development, and Business Strategy. In 1996, Mr. Catlette and Richard Hadden formed Contented Cow Partners, LLC. Since then, the firm has served more than 300 organizations in numerous industries, by delivering customized keynote addresses, corporate leadership training, and employee engagement surveys. Mr. Catlette has written articles for, or his work has been featured in, many publications, including numerous professional association journals, The Wall Street Journal, Business Week, Entrepreneur, Inc., and Workforce Management. He is a frequent contributor to Workforce Online. His firm's website is ContentedCows.com.

Mr. Catlette can be contacted at Bill@ContentedCows.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.