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How to create a personalized guest experience

For hotels, the key to successfully personalizing the guest experience is to know your customers. Once you do, effective customer relationship management and digital technology can make it easier to foster repeat business.

CRM in cultural institutions

Customer relationship management (CRM) uses various tools and techniques to identify, attract and build loyalty among the best customers.

Generation Y, the new face of business travel

When travelling for business, Millennials enjoy meeting new people and exploring new cities. As they advance in their careers, their decision-making power within their companies will grow, creating with it a new form of business travel.

The resurgence of traditional travel agencies

The sector of so-called traditional travel agencies has probably undergone more upheaval than any other over the past decade. And yet, despite the popularity of the internet, the events of September 11, 2001, and the advent of zero commissions, agencies have learned to [...]

Interhome: a good example of best practices

At the 2007 ITB Berlin Trade Fair, Simon Lehmann, CEO of Interhome, spoke on the topic of Customer Relationship Management (CRM), an approach adopted by Europe’s largest holiday rental accommodation agency. The impressive results testify to CRM’s undeniable impact when [...]

Loyal customers spend less than new customers

Spanish researchers have analyzed the expenditures of travellers in relation to how many times they have visited a destination. According to their findings, returning travellers spend less than first‑time visitors, primarily because of their increased knowledge of the d[...]

Make the most of market segmentation with geomarketing

As marketing experts promote the benefits of segmentation and niche marketing, the tourism sector would do well to investigate geomarketing. This new approach classifies and geographically pinpoints population groups to both identify potential markets and determine the [...]

Mobilize your staff to surpass customer expectations!

In today’s very competitive marketplace, many tourism-based organizations would like to differentiate themselves by trying to provide service that surpasses customer expectations. If they are to succeed, these businesses must first mobilize their human resources t[...]