General posts about Monscierge.
How this online ID changes the way we use the Internet In last week’s post, I talked about a TED Talk by Kevin Kelly from December 2007 and cloud technologies. It has me thinking a lot about the future of the web –– the idea that we will only need one personal ID and everything will be connected. I think Facebook is taking gigantic strides in making this happen in ways that seem subtle to users. You can comment on blogs you read using your Facebook profile. You can Like almost any brand, YouTube video, celebrity, band or product right from the original website. No longer do users have to be on Facebook’s website to add items to their interests or post links on their walls. We are already starting to use this one ID for more than we intended. And Facebook isn’t going to stop growing anytime soon. Yesterday The Guardian published an article about the social networking giant’s new controversial facial recognition software. Today, Business Insider leaked news of their new iPhone photo sharing app. Depending on how far the company continues to expand, who knows what we will be able to do with that single ID. Now, …
How cloud technologies are changing our lives I have been watching Kevin Kelly’s TED Talk on the next 5,000 days of the web over and over this week. In December 2007, he gave this speech discussing the web––what people expected, what actually happened and what’s going to happen. He even gives the cloud a shout-out. And, well, the cloud is here in a way everyday users understand and interact with it. Microsoft, Google and Amazon have launched their cloud technologies. And now, at this week’s WWDC, Apple officially unveiled iCloud. While these technologies are geared toward individual users, companies are using the cloud too. Here at Monscierge, all of our touch screens pull information from our Monscierge Recommendation Cloud. But for individuals, these releases are extremely powerful tools for our increasingly mobile lives. Essentially, an individual can access their files, photos and music from their laptop, desktop and mobile devices without syncing. Obviously there are some restrictions––like working cross platform for Mac or Windows users. But, using Amazon Cloud Drive, you can access them anywhere. I can’t help but think of what Kevin Kelly said about the web in 2007: “It’s amazing, and we’re not amazed.” That’s still true, isn’t it? …
Just another reason why hotels should be connected A lot of hotels, especially high-end hotels, pride themselves on customer service and having a concierge available 24-hours a day –– and they should. The need for helpful hotel staff and excellent service will never dwindle in the hospitality industry. But while this necessity isn’t alleviated, the demand to implement social media to enhance this service is well passed gaining speed. More and more customers are engaging with hotel properties through social media. Facebook and Twitter allow hotels to reinforce relationships with guests before they arrive and after they leave –– not just while they are on the property. In some ways, social media is forging guest loyalty where it has been sorely lacking –– especially with online, tech-savvy guests. It is no secret that the use of online travel sites has been hitting hotels hard, forcing them to drive rates down to stay competitive. There will always be guests and consumers who are just looking for a deal –– but many guests who are using online travel agents also use social media. And when hotels communicate and cater to guests through the mediums they use daily, the guests notice. This works …
Sometimes the only way to get something important…is to earn it Each and every day I find myself talking with people who have cares, concerns and challenges. They are all looking for someone to take an interest and to follow through with some sort of an answer. If our customers had learned over the years that we would never do what we said we would, they wouldn’t even bother calling me; as a matter of fact, they probably wouldn’t still be a customer. Instead, our longer-term customers have learned that when they call and express a need, we will listen, make note, and do what we can to fill that need. Our new customers are learning this as well, and through this consistent follow-through, our customers are learning to trust. What does it take to earn someone’s trust? Ralph Waldo Emerson said, “Trust men and they will be true to you; treat them greatly and they will show themselves as great.” I like this quote because it sets up the expectation of trust, rather than a cynical of view of, “we’ll see” or “prove it to me first.” In a business relationship trust is essential, mutually. We sign agreements and …
How guest use of travel technologies is influencing hospitality trends There is this sort of race that seems to be happening in the hospitality industry. As hotels continue to focus on luxury and convenience, they are placing their attention on new forms of technology for their guests. Every new renovation mentioned in industry publications seems to be centered around or riddled with interactive touch screens or engaging video boards. It seems that in the struggle to gain and retain guest loyalty, technology might be the key hotels are hoping will make the difference. With cell phones and laptop applications like Skype, long-distance plans for in-room phones are outdated. And business centers are great for printing, but almost every traveler has their PC in their messenger bag. The demand for traditional technologies is disappearing. So, what technologies are guests really looking for? In some ways, it seems that guests are looking for unobtrusive technologies like digital reader boards. Digital reader boards are technologies that can be overlooked – in a good way. People don’t say, “Oh hey, check out that sweet reader board.” They just use it –– check their meeting location and time. They know what to do with it. …