Digital Guest Experience

Author: Björn Radde
Publisher: tredition
ISBN: 3732393380
Size: 74.49 MB
Format: PDF
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The experience of staying at a hotel will continue to radically change in the coming years. The guest is welcomed by robots and bypasses the traditional check-in with their smartphone. Augmented reality and beacons accompany him through the hotel, any missing utensils in room will be produced with a 3D printer. Nanotechnologies and biometric methods will be introduced into the hotel industry, as well as chatbots and holograms. Digital Guest Experience tools are an investment area within the digital value chain that should be reviewed and implemented by the hotel industry. Björn Radde explains how the guest journey has changed and describes the most important digital guest experience instruments for optimizing the hotel's engagement, as well as its impact on guest satisfaction and revenue.

Tourism Hospitality And Digital Transformation

Author: Kayhan Tajeddini
Publisher: Routledge
ISBN: 0429623380
Size: 70.56 MB
Format: PDF, ePub
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Innovation and technological advancements can be disruptive forces, especially for conventional business in the hospitality and tourism industries. This book is timely with its critical examination of such forces and how the two industries should strategize and respond to changes effectively. It examines a wide scope of topics, from environmental scanning, formulation, implementation and evaluation to the way managers make strategy choices for better organizational performance. The book illustrates how companies can re-orient their strategies and appraise the effectiveness of the business; its key competitors; and how they should set business goals through various cases, i.e. different types of hospitality and tourism business from traditional hotels to Airbnb and endeavors to provide strategic conceptual theories with real world application through such case studies.

Digital Services And Platforms Considerations For Sourcing

Author: Julia Kotlarsky
Publisher: Springer
ISBN: 3030158500
Size: 25.16 MB
Format: PDF, Docs
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This book constitutes revised selected papers from the 12th international Global Sourcing Workshop 2018, held in La Thuile, Italy, in February 2018. The 9 contributions included were carefully reviewed and selected from 40 submissions. The book offers a review of the key topics in sourcing of services, populated with practical frameworks that serve as a tool kit to students and managers. The range of topics covered in this book is wide and diverse, offering micro and macro perspectives on successful sourcing of services. Case studies from various organizations, industries and countries are used extensively throughout the book, giving it a unique position within the current literature offering.

Customer Experience Branding

Author: Thomas Gad
Publisher: Kogan Page Publishers
ISBN: 0749477512
Size: 68.21 MB
Format: PDF, Kindle
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The individual consumer now wields more power than ever before, with increased exposure to global cultures and media. This means that customer perception is now critically important and must as such must occupy the heart of any brand. This provides a wealth of opportunities to work with and adapt to customers' motivations, but at the same time presents a series of challenges around retaining their attention and fostering positive relationships with them. The secret of a brand's success often lies in its ability to respond nimbly to the unexpected adoption of its products or services - essentially its ability to surprise its consumers. To all intents and purposes, brands must continue to introduce innovative and intriguing experiences to customers so that they can remain differentiated from the herd and deliver a human message amongst increasingly automated and unremarkable communications. Developed from experience at the forefront of new branding developments at market-leading companies, and drawing on the lessons learned by cultivating start-ups with sponsors including Google, Customer Experience Branding expertly reviews the key considerations when devising brand strategy to introduce an element of newness and interest into customer interactions. Case studies are delivered from major brands that continually achieve this, including Apple, Starbucks, Virgin, LEGO, Google, GoPro, Uber, Instagram, KLM and Handelsbanken, and the Foreword has been provided by Sir Richard Branson, who has himself unfailingly responded to consumer need and overseen a remarkable portfolio over the years as a result.

Advances In National Brand And Private Label Marketing

Author: Francisco J. Martínez-López
Publisher: Springer
ISBN: 3030189112
Size: 17.39 MB
Format: PDF
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The 2019 International Conference on National Brand & Private Label Marketing is a unique academic forum for presenting and discussing original, rigorous and significant contributions from researchers around the world on marketing issues that retailers, store brand managers and national brand managers are facing. The three-day event covered a wide range of topics from varied fields including retailing, marketing, general business, psychology, economics and statistics. Further, it addressed diverse areas of application such as innovation, retail market structure, social media, consumer decision-making, store loyalty, assortment size, digital transformation, ethical aspects, cultural dimensions, and private label pricing. This volume gathers the proceedings of the 2019 NB&PL marketing conference in a collection of outstanding contributions that employ a wide variety of theoretical and methodological approaches.

The Passenger Has Gone Digital And Mobile

Author: Nawal K. Taneja
Publisher: Ashgate Publishing, Ltd.
ISBN: 9781409435020
Size: 35.76 MB
Format: PDF, ePub, Docs
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Nawal K. Taneja explores and explains the game-changing opportunities presented to the industry by new-generation information and technology. He shows how information and technology can now drive, not just enable, an airline's strategy to become truly customer-centric at a personalized level, while at the same time enabling the operator to reduce costs, enhance revenues, reduce risks and become much more flexible and agile by better managing complexity.

Digital Archaeology

Author: Michael W Graves
Publisher: Addison-Wesley
ISBN: 0132853795
Size: 73.72 MB
Format: PDF, Mobi
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The Definitive, Up-to-Date Guide to Digital Forensics The rapid proliferation of cyber crime is increasing the demand for digital forensics experts in both law enforcement and in the private sector. In Digital Archaeology, expert practitioner Michael Graves has written the most thorough, realistic, and up-to-date guide to the principles and techniques of modern digital forensics. Graves begins by providing a solid understanding of the legal underpinnings of and critical laws affecting computer forensics, including key principles of evidence and case law. Next, he explains how to systematically and thoroughly investigate computer systems to unearth crimes or other misbehavior, and back it up with evidence that will stand up in court. Drawing on the analogy of archaeological research, Graves explains each key tool and method investigators use to reliably uncover hidden information in digital systems. His detailed demonstrations often include the actual syntax of command-line utilities. Along the way, he presents exclusive coverage of facilities management, a full chapter on the crucial topic of first response to a digital crime scene, and up-to-the-minute coverage of investigating evidence in the cloud. Graves concludes by presenting coverage of important professional and business issues associated with building a career in digital forensics, including current licensing and certification requirements. Topics Covered Include Acquiring and analyzing data in ways consistent with forensic procedure Recovering and examining e-mail, Web, and networking activity Investigating users’ behavior on mobile devices Overcoming anti-forensics measures that seek to prevent data capture and analysis Performing comprehensive electronic discovery in connection with lawsuits Effectively managing cases and documenting the evidence you find Planning and building your career in digital forensics Digital Archaeology is a key resource for anyone preparing for a career as a professional investigator; for IT professionals who are sometimes called upon to assist in investigations; and for those seeking an explanation of the processes involved in preparing an effective defense, including how to avoid the legally indefensible destruction of digital evidence.

High Tech High Touch Customer Service

Author: Micah Solomon
Publisher: AMACOM
ISBN: 0814417914
Size: 21.81 MB
Format: PDF
View: 1897
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STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology." SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book." "Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management HONORS RECEIVED: -SETH GODIN's "Must-Read Reading List,"Late Spring 2012 -CIO Magazine: "Must-read, Summer 2012" -Readitfor.me:"The 8 new business books you need to read NOW" In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: * Six major customer trends and what they mean for your business * Eight unbreakable rules for social media customer service * How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content * The rising power of self-service--and how to design it properly * How to build a company culture that breeds stellar customer service ? High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off.