Want a Great Social Profile? Try a Great Customer Experience.
by Becky
One of the more valuable (and oft-re-Tweeted) pearls of wisdom that came out of the energetic PhoCusWright Conference a couple of weeks ago was from Hilton’s president of global brands and commercial services, Paul Brown. Social media may not be the death of brands, he said during his keynote speech, “but social media may be the death of bad brands.”
Ah, yes! The influence of social media is strong, no doubt. But the influence of an outstanding customer experience is far stronger. (Not the least of which is because it begets a more positive social media sentiment.) It was fun to see that simple idea so boldly and overtly stated on stage.
Brown said Hilton will aim to avoid rewarding customers who choose passive-aggressive methods of airing grievances, in favor of those who choose private and direct channels, like writing to the hotel. So, if you have an issue, you know what to do, weary traveler!
Tony D. is The King of Logic
by Mike
Tony D. first redefined “logical” when he recycled old newspapers by reselling them at the local junkyard. Today, TheBeat.Travel features TD’s latest challenge of all things logical. “Travel managers are missing the mark!,” he shouts, insisting that the definition of “Lowest Logical Airfare” must change forever. Today’s travel managers must expand their definition of “logical” beyond price, scheduling and corporate discounts — to benefit both business travelers and their organizations. Let’s be real: companies that keep their road warriors happy with in-flight wi-fi and priority boarding have more productive business travelers, at minimal incremental cost. Read more here, then please answer for us: what is the most logical way to help your business travelers succeed? And if I may quote Tony: “Soldier On, Travelers.”
Is it me or does this plane smell like french fries?
by Tony
I’m not sure if you caught the CNN article, but a number of airlines are checking out alternative fuel sources such as algae and cooking oil — and it struck me as intriguing. I’m all for anything that can reduce the general dependency on oil, given the dramatic impact it has on the Travel industry, but it sounds like we have a ways to go here before we should start getting too excited. The cost for alternative fuel sources is still somewhat prohibitive, but what CNN identifies as just as challenging is that there is no “supply chain” for these alternative fuel sources. So even if the industry can figure out how to get all the kinks out, they’ll still have a pretty big hurdle: there is no efficient way to get the product from producer to consumer.
That got me to thinking about a topic I’ve blogged about in the past, namely the concept of a T&E Supply Chain. In case you don’t want to hit the link and read the post, according to Wikipedia a supply chain is “a system of organizations, people, technology, activities, information and resources involved in moving a product or service from supplier to customer.” Think about yours, and when you consider game-changers like fragmenting content, new sources of distribution and payment (think Mobile), and new players and processes (think Daily Offers, Gamification, and Social Networking), ask the question “What will our new T&E Supply Chain look like in a year or two?” Which of these new processes or platforms are most likely to stick and become part of the new Travel Program? Which will attract users, and which will become distractions that fall by the wayside? Attraction or Distraction? That is the question, when thinking about your new T&E Supply Chain.
Alaska Air is now testing alternative fuels, running test flights powered by cooking oil, which the airline claims is reducing CO2 emissions by 10 percent. Meanwhile, that fuel costs six times as much as conventional jet fuel. (It simply is not cheap to filter the fried bits out of cooking oil before reclaiming it to power a jet.) I see the attraction of trying to reduce carbon emissions from a corporate social responsibility perspective, but I fall down on the side of distraction on this one due to supply chain issues … because the idea of running a plane on fryolator grease is worthless until McDonald’s makes their drive thrus big enough to accommodate a 757. So the next time you are considering the latest and greatest idea, ask yourself – attraction or distraction?
Rest in Peace, Champ
by Tony
I was saddened to hear of the passing this week of one my all time favorite athletes, Joe Frazier. “Smokin” Joe was a man’s man who never backed down or stopped moving forward, and that despite getting knocked down more than once, always managed to get up and fight on. His work ethic was legendary and he told it like it was, and while I never had the pleasure of meeting him, he definitely left a lasting impression on me. Prepare yourself as best you can, always give your best effort, never quit, and always conduct yourself like a professional. Rest In Peace, Champ.
The CTD Conference: On the Road Again…..
I had the pleasure of attending and speaking at the CTD Conference last week in San Antonio. The Conference had a number of interesting sessions covering everything from Distribution to Sustainability, and was highlighted by keynote speaker US Airways Flight Attendant Sheila Dail, who provided her firsthand account of the traumatic and heroic story of the Miracle on the Hudson. Her talk was riveting.
Fun fact: For those of you who might not know, ARC (Airline Reporting Corporation), has a special designation for companies who seek their own accreditation. This status (Corporate Travel Department) was created about 10 years ago and has now been granted to over 100 companies, many of whom gather each year at the CTD event. It’s a lively crowd.
The group had me back this year to do my annual “Technology Report.” This year, I focused my presentation on three main topics:
- The continuing growth of Mobile in Travel and the emergence of the Mobile “Operating System” as a future foundation for ecommerce,
- A review of four concepts: Loyalty, Gamification, Social Networking, and Daily Offers, and how they will make the life of a Travel Manager a whole lot more interesting, and
- A review of how technology innovation and new business models are having a dramatic effect on a changing T&E Supply Chain.
Based on the group’s reaction, either these concepts had them buzzing, or their phones were all on vibrate. But beyond that, I know it got them thinking — which is always my goal at these events. I heard some great post conference feedback, which got me thinking. I might run a webcast to review these concepts with our loyal followers at Carrying On, so use the comments section here to let us know if you think that would be a good idea or DM us at @Carrying_On. If not, don’t say I didn’t warn you the next time one of your travelers asks why your Travel Program doesn’t try to engage them with a Loyalty Scheme, an Offer, or an Award like they can get for killing Angry Birds. Or by leveraging the opinions of their peers, all delivered via their smart phones.
Keep It In Check, Travelers
by Becky
I’ve been following Joe Brancatelli for some time now. Though he sits in business class (seat 2B) while I am back in coach (almost always in 6B) — we agree on many things. His post this week for Portfolio.com gives attitude adjustment advice for business travelers, to ensure a smooth road warrior experience. Like I always say, “Go Zen, be prepared and save the arguments for later.” Safe travels!
Tony D. Knows Everything
by Mike
Tony D. is an expert on many things. Leveraging mobile to manage travel and track celebrity goings on. Intuitively understanding proper etiquette on airlines. Poetry. Today, The Huffington Post added Tony to its roster of experts, spreading his advice on managing ancillary fees during holiday travel. Read it, and you’ll walk away a smarter traveler. Then come back and share your holiday travel story – how are you planning to save on your voyage?
In-Flight Diva Antics: A Traveler’s Rant
by Tony
OK, not sure if you all read the article about Whitney Houston going Diva on a Delta flight, but it caught my attention as silly things like this do. I guess she didn’t want to buckle up, which I found to be a rather strange Diva action. We’ve all been on flights where we’ve see normal people go a little Diva. It can be little things like the guy who wants his coat hung immediately because he can’t bear to hold it for another second, the guy who refuses to share the armrest, or the Entitled boarding line crasher, who had me fired up on my recent cross-country journey. Or how about my favorite… the dude who refuses to pull his pants up to a respectable level, and who just happens to be traveling with the girlfriend whose skirt looks more like a belt (and yes, I will admit had she been traveling alone she would not have made this list 
.
They say Whitney’s sober, so maybe her Buckle Rebellion is how she gets her “living on the edge” thrills these days. Speaking of living on the edge, our old flight attendant friend Steven Slater just burst back onto the scene. He was sentenced to one year of probation for his Diva-like “spectacular exit” down the emergency chute, beer-in-hand, before “scampering home.” Slater became a national sensation for his behavior and a hero to downtrodden workers everywhere who have fantasized about quitting in a blaze of uhhh… glory.
What’s next? Pilots who fall asleep? Air traffic controllers who watch movies instead of planes? Oh right, those have already happened. I mean, come on people, let’s just get it together. Passengers, quiet down, buckle up and put on some pants. Flight attendants, pilots and controllers, keep your eye on the ball and make sure we get where we’re going without too much drama.
I’m headed to San Antonio next week to give what I hope will be an inspiring talk on technology at the CTD Conference. A flight attendant from the Miracle on the Hudson is keynoting at the same event, and it made me think “If that crew could keep its head on straight, can’t the rest of us?”
Hotel Peeves: A Charged iPhone or a Quiet Night? Gimme Power
by Becky
I don’t claim to be any more authoritative on hotel quality than any of my fellow weary business travellers, but I do know this: My number one hotel complaint is about power. Specifically, iPhone power.
It’s such a simple, easy thing, and yet my unscientific personal study of hundreds of hotels suggests that only 1 in 10 or so gets it right. Put an outlet next to the bed. Preferably at table level, close to the headboard. Not at the unseen end of a melange of lamp and clock cords that lead to a mystery spot somewhere deep behind the bed along the floor. Not on the other side of the room. Put it near my pillow, so my woefully short iPhone charger can reach it while I drift off to sleep playing Sudoku and so I can check my email first thing in the morning after I wake up to the sound of iPhone crickets on the only alarm I trust to be set correctly when I travel. This, hotels, is not hard to do.
Now, I admit, perhaps I am alone in this demand. Earlier this week USA Today reported that noise is the number one complaint from hotel guests, beating out even smelly rooms and rude staff. Crowne Plaza has snore patrols in some of its British properties now! (Good thing my Dad is prone to domestic travel only.) Sure, I’ve heard a snore or two, but man, do I love a charged iPhone.
So fess up, Carrying On readers. What’s your biggest hotel pet peeve? (And remember, if you’re the one who never hears your hotel neighbor snoring, well, consider the old joke, “My mom tells me there’s an idiot on every bus…. but I ride busses all the time and I never see one…”)
Angry Birds and Overworked Travel Managers
by Tony
These days, everyone is looking to save some dough, even more than usual – and travel managers are no exception. We wanted to pin down exactly how critical cutting spending is to these guys, so at the recent GBTA conference in Denver – while I was enjoying the delights of the Mile-High City – Rearden took to the people with a survey to get to the bottom of this. And guess what? We found that 60 percent of travel managers said trimming costs for their companies is priority Numero Uno.
The challenge for these folks, however, is what to put on the chopping block. And they’re facing a tough choice – 42 percent of those surveyed believe the best strategy is to reduce non-essential travel. But when that’s not an option, others are focused on cutting specific travel categories like meals, entertainment or ground transportation. So now we’ve got fewer business travelers taking to the golf course (or in my case, the bowling alley), more that are eating less and many who are apparently walking to their business meetings. But we’re all still in a crunch to save.
With the pressure to make the most out of the minimal, travel managers are taking on more and more responsibilities. More than 65 percent surveyed said their roles have expanded this year; nearly 30 percent said they’re now managing other procurement categories – like shipping, office supplies or relocation; and 24 percent reported having the added responsibility of expense management. Talk about taking the romance out of travel.
“But Tony D.!,” you say. “With more work and less money, what’s a travel manager to do?!?”
I am glad you asked, as we at Carrying On love to speak our minds. We have an answer for you – and it’s in the palm of your hand. That’s right folks – it’s time to go mobile. Mobile technology is a cost effective way to navigate the complex business of managing travel in today’s world. The most effective applications for managers will integrate with a company’s managed travel platform, make compliance with travel policies a priority, and will also serve the needs of the traveler – while curing many-a-headache for the weary travel manager!
So what’s the wait, people? Sixty-three percent of folks we surveyed believe that mobile tech would help their organizations reach their managed travel goals – like improving compliance and reducing spend. But they also said that they haven’t fully implemented mobile platforms in their organizations yet. In fact, only 25 percent of travel managers said that smart phones and travel apps were actively improving the travel functions of their organizations. Seriously folks, let’s get on the stick. It’s time to go mobile.
Managers need to take a hard look at the tools they are already using, and consider implementing ones that allow them to take advantage of their companies’ hard earned travel rewards and discounts, while matching the personal preferences and needs of employees on the road. Smart phones are for more than just Angry Birds, they are also for Overworked Travel Managers.
This Thursday, October 6th, my colleague Song Huang and I will be leading a GBTA webinar that will help travel managers understand the many benefits of mobile technology for travel. As with anything new there is a learning curve to embracing mobile technology – but investing energy into making employees believers in mobile’s benefits will ultimately pay off big time. It’s time to wake up and smell the mojo, I mean mobile.
Hope you can join us on Thursday at 2:00 p.m. ET.
For more information on the GBTA webinar, please visit: http://www.gbta.org/usa/ProfessionalDevelopment/Pages/MobilityforBusinessTravelers.aspx
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