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The Question Isn’t Whether to Outsource Calls, It Is How Much

Most people have heard about the extremes that Zappos.com will go to for customers, sometimes even sending them to competitors if it means the customer is better served. In fact, the company’s mission is to provide the very best customer experience in the online retail world. As a result, Zappos staffs its call center 24 …

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Understanding Guest Acquisition: Thinking Beyond Marketing Spend

According to new research by Kalibri Labs, the cost of acquiring hotel customers through marketing and distribution channels is rising at twice the rate of hotel revenue growth. Online marketing expenditures and third-party commissions receive the most airtime when it comes to breaking down guest acquisition costs and proposing remedies, but there is more to …