Editorial Board   Guest Author

Mr. Curtin

Steve Curtin

Founder, Steve Curtin LLC

Steve Curtin was rated #4 by Global Guru on its annual listing of the Top 30 experts in the world on the topic of customer service.

Mr. Curtin is the author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary (AMACOM BOOKS), now in its 6th printing. He wrote the book to address this nagging observation: "While employees consistently execute the mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employer."

In response to readers requesting ways to cascade the lessons from Delight Your Customers to a broader audience, Mr. Curtin collaborated with instructional designer, Brian O'Neill, to create the Delight Your Customers Companion Guide containing a variety of learning activities that organizations can use to help reignite and sustain their commitment to extraordinary customer service.

During his 20-year career with Marriott International, Mr. Curtin worked in hotel operations, sales and marketing, and training and development in a diverse set of locations, including: suburban, downtown, and resort hotels. In his final eight years with the company, Mr. Curtin traveled to more than 100 domestic and international hotel properties to facilitate management-level training.

Mr. Curtin now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service. Since 2007, he has worked with clients from a variety of sectors, including: hospitality, tourism, healthcare, retail, banking, technology, government, associations, and non-profits.

Mr. Curtin is an accredited 10-year member of the National Speakers Association.

Please visit http://www.stevecurtin.com for more information.

Mr. Curtin can be contacted at +1 303-325-1375 or steve@stevecurtin.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.