Comments for Integrated Relationship Marketing http://madiganpratt.wordpress.com Madigan Pratt & Associates - Award-Winning Hospitality Marketing for Luxury Hotels Tue, 04 Mar 2008 07:58:37 +0000 http://wordpress.com/ hourly 1 Comment on About MP&A by bibomedia http://madiganpratt.wordpress.com/about/#comment-38 bibomedia Tue, 04 Mar 2008 07:58:37 +0000 #comment-38 :) :)

]]> Comment on Trip Advisor Ratings – Insights & Actions by Serna Beckett http://madiganpratt.wordpress.com/2007/12/13/whos-afraid-of-trip-advisor/#comment-37 Serna Beckett Sun, 02 Mar 2008 05:53:28 +0000 http://madiganpratt.wordpress.com/2007/12/13/whos-afraid-of-trip-advisor/#comment-37 I am all for Trip Advisor. But, let's make it fair for both sides. I would like them to add to their review site a section to report bad guests. If a guest is able to slander a hotel then the hotel should be able to use free speech and post guests names whom have wronged the hotels. Im sure that would be very interesting to read about guests whom have treated hotels badly. "Mr. Buckley, of 210 Broadway, smoked in our beautiful room, burned holes in the bedding and night stand". Im sure other hotels would love to know that Mr. Buckley does not abide to the no smoking policy. I am all for Trip Advisor. But, let’s make it fair for both sides. I would like them to add to their review site a section to report bad guests. If a guest is able to slander a hotel then the hotel should be able to use free speech and post guests names whom have wronged the hotels. Im sure that would be very interesting to read about guests whom have treated hotels badly. “Mr. Buckley, of 210 Broadway, smoked in our beautiful room, burned holes in the bedding and night stand”. Im sure other hotels would love to know that Mr. Buckley does not abide to the no smoking policy.

]]> Comment on Closing The Loyalty Gap by Joe Mazzarella http://madiganpratt.wordpress.com/2008/01/21/closing-the-loyalty-gap/#comment-24 Joe Mazzarella Mon, 28 Jan 2008 15:24:49 +0000 http://madiganpratt.wordpress.com/2008/01/21/closing-the-loyalty-gap/#comment-24 Hi Madigan: Hopefully we are beginning to make CRM a household word in the travel agent arena. In September, a new free web based travel CRM and backoffice system was launched called "OpenTravel CRM". It is has many features including integrated e-marketing, opportunity tracking and management, profile management and custom itinerary making, blogging, online presence, Facebook integration and more. You are absolutely correct in your observations, which we have enjoyed reading. A fully integrated, pro-active engagement of your networking community is vital. Advocates arise from communication and interaction that has a perceived value and/or benefit. In the case existing or past customers, they are significantly under-valued by businesses. These are folks that have already made a decision to buy once before. The cost to maintain a relationship and obtain follow-on sales is magnitudes cheaper than the investment cost in obtaining a new customer. Too many businesses have focused on growth of new customer while churning out and ignoring existing customers. The net result is actually a higher cost of acquisition with a revenue replacement phenomenon. In order to grow your business, you must do both effectively - leverage your existing customer base and also grow new customers. Most importantly, the two segments are not distinct and separate activities. Leveraging your existing customer base by making them advocates is a tremendously powerful way to attract new customers. We believe that part of any successful approach must include maintaining a social community presence and building your communications commerce. These tools to enable cross leveraging through a community context. Check it out. The beta version was launched in mid-September and thousands have signed up. www.opentravelcrm.com Joe Mazzarella President & CEO OpenTravel CRM From Madigan - OpenTravelCRM is a product of Travel Sciences founded by old friend Michael Stone. Hi Madigan:

Hopefully we are beginning to make CRM a household word in the travel agent arena. In September, a new free web based travel CRM and backoffice system was launched called “OpenTravel CRM”. It is has many features including integrated e-marketing, opportunity tracking and management, profile management and custom itinerary making, blogging, online presence, Facebook integration and more.

You are absolutely correct in your observations, which we have enjoyed reading. A fully integrated, pro-active engagement of your networking community is vital. Advocates arise from communication and interaction that has a perceived value and/or benefit. In the case existing or past customers, they are significantly under-valued by businesses. These are folks that have already made a decision to buy once before. The cost to maintain a relationship and obtain follow-on sales is magnitudes cheaper than the investment cost in obtaining a new customer. Too many businesses have focused on growth of new customer while churning out and ignoring existing customers. The net result is actually a higher cost of acquisition with a revenue replacement phenomenon.

In order to grow your business, you must do both effectively – leverage your existing customer base and also grow new customers. Most importantly, the two segments are not distinct and separate activities. Leveraging your existing customer base by making them advocates is a tremendously powerful way to attract new customers.

We believe that part of any successful approach must include maintaining a social community presence and building your communications commerce. These tools to enable cross leveraging through a community context.

Check it out. The beta version was launched in mid-September and thousands have signed up.

http://www.opentravelcrm.com

Joe Mazzarella
President & CEO
OpenTravel CRM

From Madigan – OpenTravelCRM is a product of Travel Sciences founded by old friend Michael Stone.

]]> Comment on Why People Hate Some Hotels by smedvidofsky http://madiganpratt.wordpress.com/2008/01/16/hotel-wake-up-call/#comment-14 smedvidofsky Wed, 16 Jan 2008 22:58:33 +0000 http://madiganpratt.wordpress.com/2008/01/16/hotel-wake-up-call/#comment-14 $20 a day for internet access is too much. I think that internet access should be complementary or much less expensive, especially at a hotel that wants to brand itself to business travelers. Free internet access seems like an inexpensive way add value for the guests. It looks like this hotel could use your company's services! $20 a day for internet access is too much. I think that internet access should be complementary or much less expensive, especially at a hotel that wants to brand itself to business travelers. Free internet access seems like an inexpensive way add value for the guests. It looks like this hotel could use your company’s services!

]]> Comment on Why People Hate Some Hotels by Ben http://madiganpratt.wordpress.com/2008/01/16/hotel-wake-up-call/#comment-13 Ben Wed, 16 Jan 2008 22:15:16 +0000 http://madiganpratt.wordpress.com/2008/01/16/hotel-wake-up-call/#comment-13 Paying for Internet access is awful, not only that it slows down the process making it cumbersome and time consuming. Especially grating are private providers who require that you enter in all your credit card information. You are a freaking hotel, get an integrated system. Or, better yet just buy some wireless routers. And don't even get me started on hotels that don't have outlets near the desks or that charge $20 for grilled cheese. Paying for Internet access is awful, not only that it slows down the process making it cumbersome and time consuming. Especially grating are private providers who require that you enter in all your credit card information. You are a freaking hotel, get an integrated system. Or, better yet just buy some wireless routers.

And don’t even get me started on hotels that don’t have outlets near the desks or that charge $20 for grilled cheese.

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