Hotels are primarily a service business where success and profitability are determined by the perceived quality of that service. Increasingly, hotel success is influenced by review sites such as Hotels.com, Expedia and Trip Adviser. Chris outlines how Hyatt makes the most of media mix models and a new form of sentiment analysis to “monetize” the impact of customer satisfaction – via predictive modeling. Enhance your understanding of the business relevance of social media as Chris shares his experience, and reveals his insights.
Speaker: Chris Brogan , SVP of Strategy & Analytics, Hyatt Corporation
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Chris leads the implementation of a guest-centric data and CRM strategy for Hyatt. Chris began his analytic career at New Election Service where he organized vote tabulation and later served as the first Exit Poll Operations Manager for Voter News Service. He has also served as the VP of Strategy and Research for Fontainebleau Resorts and implemented the first Voice of the Customer program for Mandalay Resort Group.