Nearly half of US consumers use social media to get customer service and 1/3 would rather use social media than make a phone call. Those numbers are likely to keep growing. If you handle social media queries right, you can grow your base of potential customers and strengthen relationships with existing ones. On the other hand, if you handle it badly, your mishandling can ricochet around the world in an instant. So how the heck should you manage this beautiful but dangerous wild animal we call social media customer service? This article takes you through the basics of what you need to know. READ MORE

Word of mouth is nothing new. Consumers have always shared their opinions with their family and friends. Brands, on the other hand, have always known that word-of-mouth has a powerful influence on business results, as consumers trust friends over advertising. With the rise of social media on the Internet, consumers can now share their opinions with a much larger audience, amplifying its impact and multiplying it by 100x or more. The rise of Social Media has brought massive changes to the hospitality industry, as we are witnessing the emergence of an empowered consumer that makes decisions based on other user's opinions. READ MORE

Customer experience management is increasingly critical as a top investment area and skill essential for C-suite executives (some firms even have a CXO). What does that mean exactly and what do leaders need to do to ensure they are ready? How will they proactively acquire these skills and mindset when there is no single or even clear roadmap as to exactly what to do or how to do it? On top of that, the new science of customer emotions is inspiring even more considerations and most CEO's don't like to 'get emotional' about their business strategies! Some are finding their way in the dark. Yet, more and more evidence shows the direct relationship of emotional intelligence as part of the customer experience strategy. It's time to figure it out! READ MORE

Multicultural beverage marketing can be a difficult segment to break into — particularly for the travel and entertainment industries. Fortunately, there's a special on tap. According to a recent Pew Research report, Asian-Americans are the fastest-growing segment of the marketplace. Since the 1965 Immigration and Nationality Act, 51 percent of new immigrants have come from Latin America and a quarter from Asia. Asian-Americans are projected to eventually overtake the size and importance of the Hispanic market. READ MORE

As the Dean in a college program with many international students, I speak firsthand about how these students enrich the college culture. Their unique perspectives and backgrounds help create a special atmosphere in classes. Relishing this richness, I have written this article to encourage hotels and other companies to consider hiring an international student through Optional Practical Training (OPT) to realize some of these same benefits. OPT is a period during which students with F-1 status who have completed or have been pursuing their degrees are permitted to work for one year towards gaining practical training to complement their field of studies. OPT is an easy, cost-effective method for hoteliers to hire international students. READ MORE