Our friend, Vanessa Sain-Dieguez from Hilton Hotels is going to join us in a little bit. Vanessa Sain-Dieguez, Hilton Hotels @vsdieguez. Certainly hotels are probably in the same ballpark as airlines in terms of people’s visceral reactions, both good and bad. How has the ability of customers to complain or praise Hilton hotels via social media changed the way you guys think about customer service? Jay : That’s passive-aggressive hall of fame when your air conditioning goes out in your hotel room and you tweet it as opposed to calling the front desk. MORE >>

Gareth Gaston,  SVP Global eCommerce,  Wyndham Hotel Group. Integrating e-commerce into a hotel’s overall business strategy. Note that most of the speakers  subjects represented “hotels, deals and social media” with no real representation from the airline industry. The same week that the Eye for Travel event was being held the Wall Street Journal published an article titled “ Flight of Fantasy: For Vacation, Some Fliers Play Airline”   A summary of the article is below. Beth Murphy,  VP Global Product,  Travelocity. Travel is a system. MORE >>

The social media events season is again upon us. I’m often asked what social media events I recommend. It’s a tougher question than it seems because there are many events I’ve never attended, and what you take away from an event is often – I find – driven by three things: 1. If you think the social media event will be great, chances are you’ll be right. Your experience level and it’s fit with the event. This is the hardest part of social media events programming. Your expectations and attitude. Of course. MORE >>

Brass Tack Thinking Make Things Happen Home About Amber Naslund Tamsen McMahon Contact Speaking Amber Naslund Tamsen McMahon Brass Tack Reading Archives How Hotel 71 Fixed a Customer Service Snafu and 5 Lessons to Take Home September 23, 2010 | by Amber Naslund View Comments I had a rather cruddy customer service experience the night before last, and I wasn’t going to blog about it. What Happened I live in the Chicago suburbs, and I had some events and plans downtown this week. So instead of fighting rush hour traffic, I decided I was going to stay at a hotel overnight. MORE >>

think it’s worth comparing these results to the Roger Smith Hotel – because they went all out on Social Media and have made a name for themselves as the Social Media Hotel – something no restaurant has done yet. That might not necessarily be true at a hotel (on the other hand, when people do spend money at a hotel, as those who are staying there, they usually spend much more – case in point – just the cost of the room, not to mention eating and purchasing other items and  services there). My hypothesis starting out. AUTHOR. CONTENT. MORE >>