Digital Guest Experience

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Digital Guest Experience

Author : Björn Radde
Publisher : tredition
ISBN 13 : 3732393380
Total Pages : 178 pages
Book Rating : 4.7/5 (323 download)

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Book Synopsis Digital Guest Experience by : Björn Radde

Download or read book Digital Guest Experience written by Björn Radde and published by tredition. This book was released on 2017-04-06 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Hospitality Management and Digital Transformation

Author : Richard Busulwa
Publisher : Routledge
ISBN 13 : 100029675X
Total Pages : 303 pages
Book Rating : 4.0/5 (2 download)

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Book Synopsis Hospitality Management and Digital Transformation by : Richard Busulwa

Download or read book Hospitality Management and Digital Transformation written by Richard Busulwa and published by Routledge. This book was released on 2020-12-28 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hospitality managers are at a critical inflection point. Digital technology advancements are ramping up guest expectations and introducing nontraditional competitors that are beginning to disrupt the whole industry. The hospitality managers whose organizations are to thrive need to get their organizations into a position where they can effectively leverage digital technologies to simultaneously deliver breakthroughs in efficiency, agility, and guest experience. Hospitality Management and Digital Transformation is a much-needed guidebook to digital disruption and transformation for current and prospective hospitality and leisure managers. The book: • Explains digital technology advancements, how they cause disruption, and the implications of this disruption for hospitality and leisure organizations. • Explains the digital business and digital transformation imperative for hospitality and leisure organizations. • Discusses the different digital capabilities required to effectively compete as a digital business. • Discusses the new and/or enhanced roles hospitality and leisure managers need to play in effecting the different digital capabilities, as well as the competencies required to play these roles. • Discusses how hospitality and leisure managers can keep up with digital technology advancements. • Unpacks more than 36 key digital technology advancements, discussing what they are, how they work, and how they can be implemented across the hospitality and leisure industry. This book will be useful for advanced undergraduate and postgraduate students studying strategic management, IT, information systems, or digital business–related courses as part of degrees in hospitality and leisure management; as well as practitioners studying for professional qualifications.

Four Seasons

Author : Isadore Sharp
Publisher : Penguin
ISBN 13 : 9781591842446
Total Pages : 326 pages
Book Rating : 4.8/5 (424 download)

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Book Synopsis Four Seasons by : Isadore Sharp

Download or read book Four Seasons written by Isadore Sharp and published by Penguin. This book was released on 2009-04-30 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: The founder of Four Seasons Hotels shares the philosophy and values that have made his legendary brand How did a child of immigrants, starting with no background in the hotel business, create the world's most admired and successful hotel chain? And how has Four Seasons grown dramatically, over nearly a half century, without losing its focus on exceptional quality and unparalleled service? Isadore Sharp answers these questions in his engaging memoir, which doubles as a powerful guide for leaders in any field. He recalls the surprising history of his company, starting with its roots in his father's small construction business, which Sharp joined after getting a degree in architecture. Shifting into hotels wasn't easy, and he learned by trial and error. His breakthrough was a vision for a new kind of hotel, featuring superior design, top-quality amenities, and, above all, a deep commitment to service. Sharp realized that customers would gladly pay extra for a "home away from home" experience. But that would be possible only if everyone-from managers and supervisors to bellmen, servers, and housekeepers-was fully engaged. The front-line staff, who have the most contact with guests, can make or break a five-star reputation. Readers will be fascinated to learn how Four Seasons does it, year after year, in more than thirty countries around the world.

T-Bytes Digital Customer Experience

Author : IT-Shades
Publisher : EGBG Services LLC
ISBN 13 :
Total Pages : 69 pages
Book Rating : 4./5 ( download)

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Book Synopsis T-Bytes Digital Customer Experience by : IT-Shades

Download or read book T-Bytes Digital Customer Experience written by IT-Shades and published by EGBG Services LLC. This book was released on 2020-01-28 with total page 69 pages. Available in PDF, EPUB and Kindle. Book excerpt: This document brings together a set of latest data points and publicly available information relevant for Digital Customer Experience Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely.

The Effortless Experience

Author : Matthew Dixon
Publisher : Penguin
ISBN 13 : 1591845815
Total Pages : 258 pages
Book Rating : 4.5/5 (918 download)

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Book Synopsis The Effortless Experience by : Matthew Dixon

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Essentials of Digital Marketing

Author : Kathryn Waite
Publisher : Goodfellow Publishers Ltd
ISBN 13 : 1911396021
Total Pages : 245 pages
Book Rating : 4.9/5 (113 download)

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Book Synopsis Essentials of Digital Marketing by : Kathryn Waite

Download or read book Essentials of Digital Marketing written by Kathryn Waite and published by Goodfellow Publishers Ltd. This book was released on 2018-02-26 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: This user-friendly text book provides an engaging introduction to digital marketing to help you understand of the impact of digital channels on marketing operations. It introduces the essential terms, and practices of digital marketing and applies theory to explain the rationale for choosing to use a specific approach in a given context.

The Customer of the Future

Author : Blake Morgan
Publisher : HarperCollins Leadership
ISBN 13 : 1400213649
Total Pages : 225 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis The Customer of the Future by : Blake Morgan

Download or read book The Customer of the Future written by Blake Morgan and published by HarperCollins Leadership. This book was released on 2019-10-29 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!

Digital Customer Service

Author : Rick DeLisi
Publisher : John Wiley & Sons
ISBN 13 : 1119842069
Total Pages : 262 pages
Book Rating : 4.1/5 (198 download)

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Book Synopsis Digital Customer Service by : Rick DeLisi

Download or read book Digital Customer Service written by Rick DeLisi and published by John Wiley & Sons. This book was released on 2021-09-01 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Tourism, Hospitality and Digital Transformation

Author : Kayhan Tajeddini
Publisher : Routledge
ISBN 13 : 0429623380
Total Pages : 235 pages
Book Rating : 4.4/5 (296 download)

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Book Synopsis Tourism, Hospitality and Digital Transformation by : Kayhan Tajeddini

Download or read book Tourism, Hospitality and Digital Transformation written by Kayhan Tajeddini and published by Routledge. This book was released on 2019-10-08 with total page 235 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Be Our Guest

Author : Disney Institute
Publisher :
ISBN 13 :
Total Pages : 212 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis Be Our Guest by : Disney Institute

Download or read book Be Our Guest written by Disney Institute and published by . This book was released on 2003-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

Information and Communication Technologies in Tourism 2021

Author : Wolfgang Wörndl
Publisher : Springer Nature
ISBN 13 : 303065785X
Total Pages : 587 pages
Book Rating : 4.0/5 (36 download)

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Book Synopsis Information and Communication Technologies in Tourism 2021 by : Wolfgang Wörndl

Download or read book Information and Communication Technologies in Tourism 2021 written by Wolfgang Wörndl and published by Springer Nature. This book was released on 2021-01-11 with total page 587 pages. Available in PDF, EPUB and Kindle. Book excerpt: This open access book is the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 28th Annual International eTourism Conference, which assembles the latest research presented at the ENTER21@yourplace virtual conference January 19–22, 2021. This book advances the current knowledge base of information and communication technologies and tourism in the areas of social media and sharing economy, technology including AI-driven technologies, research related to destination management and innovations, COVID-19 repercussions, and others. Readers will find a wealth of state-of-the-art insights, ideas, and case studies on how information and communication technologies can be applied in travel and tourism as we encounter new opportunities and challenges in an unpredictable world.

Customer Experience Management

Author : Bernd H. Schmitt
Publisher : John Wiley & Sons
ISBN 13 : 0471473979
Total Pages : 268 pages
Book Rating : 4.4/5 (714 download)

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Book Synopsis Customer Experience Management by : Bernd H. Schmitt

Download or read book Customer Experience Management written by Bernd H. Schmitt and published by John Wiley & Sons. This book was released on 2010-07-09 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.

Connected Strategy

Author : Nicolaj Siggelkow
Publisher : Harvard Business Press
ISBN 13 : 1633697010
Total Pages : 157 pages
Book Rating : 4.6/5 (336 download)

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Book Synopsis Connected Strategy by : Nicolaj Siggelkow

Download or read book Connected Strategy written by Nicolaj Siggelkow and published by Harvard Business Press. This book was released on 2019-04-30 with total page 157 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost? This is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency. In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategy Integrating rich examples, how-to advice, and practical tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.

Lean Digital Thinking

Author : V. Srinivasa Rao
Publisher : Bloomsbury Publishing
ISBN 13 : 935435016X
Total Pages : 471 pages
Book Rating : 4.3/5 (543 download)

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Book Synopsis Lean Digital Thinking by : V. Srinivasa Rao

Download or read book Lean Digital Thinking written by V. Srinivasa Rao and published by Bloomsbury Publishing. This book was released on 2021-10-18 with total page 471 pages. Available in PDF, EPUB and Kindle. Book excerpt: The effective digitalization of business can make you a business leader; however, if not executed accurately, it can destroy your business too. Around 70 per cent of digital transformation projects have been failing. Even successful digitalization projects have become white elephants or expensive during the operations phase. Lean Digital Thinking introduces the '12-12-5 model'-12 lean digital thinking principles, 12 digital business building blocks and 5 lean digitalization phases-a brilliant guide that will enable business executives to become digital business champions. Leading digital expert, author VSR, as he is popularly known, introduces the world's first lean digital thinking philosophy with 12 principles to acquire a new digital mindset and throws in critical questions: Why digitalize? Where to digitalize? What to digitalize? And how at all to digitalize? He provides lean digital methods, templates and frameworks for digitalizing 12 business building blocks at an optimal cost. Further, new business models, products, services, processes, digital workplaces and operating models, driven by digital technologies, have been discussed with insights on how to leverage digitalization to get ready for the new normal that has emerged with the COVID-19 pandemic. An effective practitioner's guide, this is a must-read for business and technology executives and anyone wishing to master the art of digital business.

Experiential Marketing

Author : Wided Batat
Publisher : Routledge
ISBN 13 : 1351867350
Total Pages : 278 pages
Book Rating : 4.3/5 (518 download)

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Book Synopsis Experiential Marketing by : Wided Batat

Download or read book Experiential Marketing written by Wided Batat and published by Routledge. This book was released on 2019-01-28 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why do some brands make us feel good, while others frustrate us? What makes us engage with certain brands, rebuy the same products, return to the same store or revisit the same destination over and over again? Is there a framework underlying how past and lived shopping experiences can affect our future experiences, our buying decisions, and our brand loyalty? In this exciting new book, Wided Batat introduces readers to the new customer experience framework and the era of the "Experiential Marketing Mix." She introduces the concept of the 7Es (Experience, Exchange, Extension, Emphasis, Empathy, Emotional touchpoints, Emic/Etic process); a tool that focuses on the consumer as a starting point in marketing strategies. By using these, companies can design suitable, emotional, and profitable customer experiences in a phygital context (physical place and digital space) including both offline and online digital experiences. Batat argues that a traditional product-centric should be replaced by the appropriate mix of 7Es, based upon a more consumer/experience-centric logic. Experiential Marketing is a guide to building experiences consumers cannot forget. It will be of interest for CEOs, brand managers, marketing and communication professionals, students, and anyone eager to learn more about how to design the ultimate customer experience in a new phygital. In this book, Professor Batat combines theory and practice and gives readers an overview of: the origins and the rise of the customer experience logic, the 7Es of the new experiential marketing mix, and the challenges for the future.

Internet of Things Based on Smart Objects

Author : Giancarlo Fortino
Publisher : Springer Science & Business Media
ISBN 13 : 3319004913
Total Pages : 203 pages
Book Rating : 4.3/5 (19 download)

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Book Synopsis Internet of Things Based on Smart Objects by : Giancarlo Fortino

Download or read book Internet of Things Based on Smart Objects written by Giancarlo Fortino and published by Springer Science & Business Media. This book was released on 2014-04-04 with total page 203 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Internet of Things (IoT) usually refers to a world-wide network of interconnected heterogeneous objects (sensors, actuators, smart devices, smart objects, RFID, embedded computers, etc) uniquely addressable, based on standard communication protocols. Beyond such a definition, it is emerging a new definition of IoT seen as a loosely coupled, decentralized system of cooperating smart objects (SOs). A SO is an autonomous, physical digital object augmented with sensing/actuating, processing, storing, and networking capabilities. SOs are able to sense/actuate, store, and interpret information created within themselves and around the neighbouring external world where they are situated, act on their own, cooperate with each other, and exchange information with other kinds of electronic devices and human users. However, such SO-oriented IoT raises many in-the-small and in-the-large issues involving SO programming, IoT system architecture/middleware and methods/methodologies for the development of SO-based applications. This Book will specifically focus on exploring recent advances in architectures, algorithms, and applications for an Internet of Things based on Smart Objects. Topics appropriate for this Book include, but are not necessarily limited to: - Methods for SO development - IoT Networking - Middleware for SOs - Data Management for SOs - Service-oriented SOs - Agent-oriented SOs - Applications of SOs in Smart Environments: Smart Cities, Smart Health, Smart Buildings, etc. Advanced IoT Projects.

Hotel Pricing in a Social World

Author : Kelly A. McGuire
Publisher : John Wiley & Sons
ISBN 13 : 1119129966
Total Pages : 357 pages
Book Rating : 4.1/5 (191 download)

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Book Synopsis Hotel Pricing in a Social World by : Kelly A. McGuire

Download or read book Hotel Pricing in a Social World written by Kelly A. McGuire and published by John Wiley & Sons. This book was released on 2015-10-26 with total page 357 pages. Available in PDF, EPUB and Kindle. Book excerpt: Take control of revenue management in the new hotel economy Hotel Pricing in a Social World: How to Drive Value in the New Hotel Economy is an insightful resource that provides guidance on improving organizational decision making to keep your hotel relevant, from a pricing standpoint, in the often chaotic hotel landscape. This groundbreaking book clearly showcases the current environment of the hotel industry, and describes new and emerging trends that can impact your revenue management tactics. This essential text prepares you to survive and thrive in today's highly competitive market, and outlines the best approach to building profitable pricing strategies that follow both tactical and strategic best practices. Revenue management has become a key activity in the highly social environment of today's hotel industry, thanks to mobile technology and social media. Though relatively new, revenue management is a quickly-evolving discipline that requires precision if you want to maintain your hotel's relevance in the market. Leverage original research, case studies, and industry examples to understand the practical application of key concepts Explore current market conditions that have an impact on revenue management Consider how advances in data management, analytics, and data visualization can impact revenue management practices Identify how revenue management can help you take advantage of market opportunities and overcome challenges Hotel Pricing in a Social World: How to Drive Value in the New Hotel Economy is an essential text for hotel CFOs, CMOs, revenue managers, and operations managers who want to leverage revenue management techniques to keep their hotel competitive.