Analyses published in

December 20042 results

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Front-line ambassadors: a valuable resource

20 December 2004 Written by: Claude Péloquin

The tourism industry is one sector in which the human element is absolutely vital to delivering the promised brand “experience” the customer expects. This is particularly true in the hotel industry. Employees – who really should be called “front-line ambassadors” – usually handle the initial contact between customers and the organization; these individuals make the [...]

Human resources|Management
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The cultural travel market

6 December 2004 Written by: Claude Péloquin

American cultural travellers represent an especially lucrative market: nearly one-third spend over US$1,000 when they travel. By way of comparison, only 11% of all U.S. travellers spend this much. This news comes from Renee Mitchell, Research Director, Smithsonian Magazine, speaking at the most recent TIA Marketing Outlook Forum. Her presentation discussed the demand for cultural [...]

Customer segments|products-and-activities
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