BOTS Companion of a Modern Revenue Manager

Bots have become an important part of human life both, at the personal and professional front and their involvement is climbing new peaks with every passing day. They surround us in our daily life in the form of Artificial Intelligence, Search Engines, and Software. Part of it has also paved way for smarter and efficient revenue management for hotels fueling the debt that if humans should be irrevocably replaced with bots for this complex round the clock function. Although the practice may be at a nascent stage to draw concluding, it has certainly made a mark in the real of the hospitality industry and has become an indispensable part of any hotel revenue management.

Artificial Intelligence powered robots can analyze and synthesize large chunks of hotel data collected at various touch points in a fraction of seconds to present meaningful insights about the booking pattern, demand, guest behavior which is impossible to be grouped or processed by any amount of human workforce with the same efficiency as bots. It will not be an exaggeration to say that the Artificial Intelligence has sort of revolutionized the hospitality industry across the globe, enabling every business to improve on multiple fronts like hotel pricing, price optimization, revenue management, guest experience management, booking management, demand and even capacity optimization of properties.

Furthermore, these bots are also capable of analyzing trends and trace upcoming events in the town to estimate the rise in demand, providing enough room for revenue managers to tweak the pricing and availability instead of fire fighting the situation at the last minute.

Leading hotels have already started betting big on AI powered bots and poised to explore new ways to make bots a part of their business operations. One significant advantage bots have over humans is that they can work tirelessly 24X7 with the same precision. Hotel industry requires attention 24X7 and is one of the most dynamic industries with continuous fluctuations in trends, demand, and prices. That is where these robust machines have huge value to add to the revenue management realm. These invisible machines can not only quickly determine the best rates at a particular time for your property, (room rate optimization) but also advise the revenue managers on which segment to target and the kind of promotional offers to be run to maximize the revenue.

Another major area where hotels continue to hustle is direct bookings. Hotels have been continuously trying to improve booking numbers on their own website since OTA missions are touching skies, eating up a major revenue share of hotels. Hotels would be surprised to know that even in this area, bots can improve their game and help increase the number of bookings by a decent percentage. With advanced learning capabilities and rigorous analysis of visitor's purchasing behavior, AI powered bots can refine the visitor experience and personalize every visitor's journey to their needs and interests. This increments visitor engagement and reduces the cycle time of purchase leading to conversion on the hotel website itself.

This again brings us to the joke that wherever revenue managers can be gradually replaced by bots completely risking their roles and jobs in the industry altogether. The answer is obviously NO since these micro machines can only process and analyze only a set number of parameters in their decision and often neglect external market implications that may not be considered by such bots but are easily identifiable only by human revenue managers and this acumen is gained by experience.

Therefore, the ideal mix should be machine results mediated and supervised by human revenue managers. For eg, Pricing is one area which could have been automated with a reasonable amount of diligence and control of the revenue manager. Similarly, online reputation management can also be monitored with technology; however, a personalized approach will take you a long way. The key is to automate the processes that require minimum human intervention and involve human where necessary. This will help revenue managers to don more hats at the same time like exploring more avenues to maximize per guest audience and focus on other revenue increasing strategies.

Thus, witnessing the scenarios discussed above, we can conclude that the status of the bots is of a companion to revenue managers instead of a successor who will complement them at every step with razor fast information and analysis of the market and competition, enabling revenue managers to take informed decisions in no time and help them optimize revenues and drive the hotel towards new millions of success.

7 Top Tips to Car Salesman's Or Saleswoman's Success

Given that car sales account for 19% of total US sales in 2000 (source: US Small Business Administration), a lot of people are buying cars which mean that they are a lot of people selling cars. Additionally, new car sales have dropped from 63.4% in 1989 to 60% in 1999. Selling cars is not easy given that many still have a negative perception of car salesmen or women. Hopefully, these 7 tips may help you to sell more cars.

1. First and Foremost YOU need to think of yourself as a business. Car sales people work for an auto dealership, but most work on a salary and commission basis. When your compensation is commission based, this means you have more control of your destiny and should view yourself as a business instead of just a sales person.
2. Adopt a Planning Attitude. If you do not have a plan, then you are on some else's plan - usually the successful car saleswoman or salesman. As a practicing performance improvement consultant or coach for the last 10 years, I have observed that most people plan less for their own lives than they do for a simple visit to the grocery store.
3. Learn how to prospect. There exists a fundamental belief that the auto dealership is responsible for bringing traffic through the door because the dealership owners have all those "big bucks" for media advertising. Given that 80% of all new sales comes from referrals, would it not make more sense to prospect individually rather than simply on outside resources to control your destination? Those media efforts usually bring in suspicions, not prospects. Use your time wisely by focusing on prospects those who have a need, dollars and are a decision-maker. Do not rely only on the auto dealer to send out letters. Take the time to write some handwritten notes.
4. Improve your sales skills to make more money. Today's buyers are far more savvy than years ago. Learn how to cultivate and develop long term relationships. Consider a proven buying / selling sales process where marketing and selling skills are united to deliver to the desired results of another sold car. New car sales to used car sales are far more relationship based selling than years ago when car sales was a commodity sale.
5. Establish your sales goals using your great planning attitude. If you are a car salesman or car saleswoman and have 300 customers and the industry average sales cycle is 3 years, then every year you should be selling 100 cars. Focus your efforts of those who will be buying a car this year, but remember to continue to touch those who will potentially be buying another car in 2 or 3 years. HINT: Use the WAYSMARTcriteria for goal setting.
6. Identify the attitudes or beliefs that are obstacles to your success. Working with those in the auto industry, I have heard countless reasons why sales can not be made. However, when these reviews are reviewed, they are usually unfounded reasons based upon existing attitudes and beliefs. For example, "corporate has ruined the car industry by posting prices on the Internet. Everyone knows everything about the car." My response is "if price was a real objection, then everyone would be driving a Yugo or a Chevette. HINT: When you change how you look at things, the things you look at will change.
7. Make managing yourself priority number one. You must learn how to maximize your time especially in the area of ​​time management, ongoing professional development such as through business coaching training and personal life balance. The auto industry is truly a 24/7 business given that cars are with us each and every day of our lives. However, it is important not to lose sight of your personal life including family, friends, physical health, etc.

Yes, you can be an incredible car salesperson who can increase sales through these 7 simple car salesman tips. Just remember, sales regardless of industry is all about knowing your numbers and then multiplying your activity to secure those desired results.

6 Steps to Effective Customer Relationship Management

Nurture Your Customer Relationships

Simply put, customer relationship management is a way of tracking and nurturing your customer relationships throughout the customer's life-cycle, as they move from prospect to customer, to repeat-buyer. Once a customer buys from you, it is much more profitable to make efforts to keep that customer, than it is to acquire a new one, because there is now trust between you. If your customer is happy with your product, then that customer is much more likely to buy from you again in the future, much more likely than a new prospect would be. That's why customer relationship management is so crucial.

Don't badger your customers to death with every product and affiliate offer you come across, especially if the products are unrelated to the product the customer originally purchased. Email your customers ONLY when you have something good to give them, some really helpful information, or when you have a really good, high-quality offer that would interest that particular customer. For instance, don't email your Internet Marketing customer a "Free Gift Certificate" to your gift store.

Automate Your Customer Relationship Management

Well, how do you automate customer relationship management in your e-business? You use email, and a dynamic database. You use auto-responders to stay in touch. I'm not talking about your regular auto-responders that deliver a vacation or "out of office" messages while you're away, either. I'm talking about sequential auto-responders.

Use Sequential Auto-Responders In Your e-Business

Sequential auto-responders allow you to pre-format and load a series of pre-typed messages to your prospects and customers. You benefit by not having to follow-up with these customers manually each time. Instead, your auto-responder delivers your messages on a timed interval set by you. To your customer, it looks as if you sent out each message yourself. This way, you stay in touch with your customer and not let them forget about you. When they have a need for one your products or services, your business will hopefully come to mind first and they will re-visit your site directly or by clicking a link in one of your emails, as a loyal repeat customer.

Personalize Your Messages for a Warm Feel! (Mail Merge)

Most decent auto-responders have mail-merge capabilities. This is the ability to merge personal information into your emails, like your customer's first and/or last name or their email address, etc. This personalizes your email messages even further and gives your customer some "warm and fuzzies". What's more you set all this up just one time, and any new prospects or customers will get the same message series without you having to lift a finger.

If the sequential auto-responder you're using has mail-merge capabilities, then it will automatically take that customers name and incorporate it into the email series you have set up. Usually the auto-responder service you're using will have some sort of tokens set up for this purpose. Look at the example below. Let's say your customer or prospect's name is Bob.

Hello, $firstname, - That translates into: Hello, Bob.

You could also do this with a customers email address too, like "$email". The token would be replaced with the customer's email: bob@bob.tld













Do you see the power of mail-merge?

Use Lead Capture and Subscription Boxes

For instance, you could set up a simple box on your sales or download page that asks the customer for his/her name and email address in return for some free product, or simply just to subscribe to your newsletter. If you set up a page specifically for this purpose this is called a "lead capture page". The information entered by the customer into your subscription box can be mail merged into the follow-up messages sent by your auto-responder.

Stay In Touch

Keep in contact with your prospects and customers. Set your auto-responder series to deliver your messages over an extended interval. There are several e-books and articles dedicated to this topic; however, if you want the first, most informative and still the king of auto-responder help, get "AutoResponder Magic". This e-book once sold for about $17, but you should be able to find it free many places on the 'Net. It has a plethora of information regarding auto-responders, as well as many examples you can build from.

Global Business? Speak the Language and Content of Your Client

According to many sociologists, in the last decades we have been experiencing a "sea change" in several fields of humanity, from technology, science, economy to politics. This huge shift they talk about is called "Globalization" and it has seriously affected our lifestyle, our habits, the entire social structure and hence the way we deal with the contemporary world.

As a matter of fact, our world seems to have been experiencing a sort of time-space compression since 1972, as a famous anthropologist and geographer, namely David Harvey, affirmed in his famous book The condition of Postmodernity: An inquiry into the Origins of Cultural Change (HARVEY, David, The condition of Postmodernity: An inquiry into the Origins of Cultural Change, Blackwell, 1992). Think out to the rapid flow of information triggered by the ICT revolution that nowdays enables us to send a message to the other side of the world in real time through "a click on the palm of our hand". Think out to the increased flexibility of the means of transports thanks to the technological advances that enable us to move through the world in a matter of hours. All these improvements have made the world get smaller and smaller in a metaphorical sense so that today in the business field organizations are no longer bounded by their geographical location.

All of a sudden, their markets have no limits at all and they can start looking at new opportunities overseas where they could not even imagine going only some years ago. In other words, what happens is that they become global and, as they achieve this new status, their new customer targets are no longer exclusively composed of local clients. New global segments emerge that share more or less the same lifestyle thanks to globalization. For instance, the Chinese women of the emerging middle-class act like and identify themselves with the American women.

Companies willing to internationalize have a desperate need to start off from internationalizing their communication ... but, would not it be enough to use English for their foreign communication ?? Perhaps, the jury is still out on this issue but No ! We definitely think No and we are going to show you why below.

Multilingual communication: fundamental for going global in business

In today's global economy multilingual communication is an essential tool to succeed in business because:

• Buyers in every country are increasingly demanding products or services described in their own language
• companies that realize the point above too late inevitably lose market shares and 33% reduction in long-term profitability of the product life cycle on average, according to McKinsey & Co
• companies' global brands decline in value if they speak a non-local language

Unfortunately, it seems that many organizations are failing to address their efforts towards localization and translations along with creating relevant and valuable multilingual digital content. If they do it, most of the time is just an accidental process without yet a carefully considered plan nor relying on a well-conceivable strategy behind it.

Redefining the value of content management: towards multilingual global content management

The user, potentially interested in a product or service just just Googles it on the Internet and guess what? Among the Google's list of results, he picks out and clicks only on those delivered in his own language. This action will be repeated in any touch point of its online journey before ending up purchasing the searched product or service.

Therefore, what a business would better do is to start redefining the value of its content management and upgrade it to a multilingual global content management. The later drives the global customer experience, increases the customer satisfaction, promotes the brand awareness, its consistency and supports the time to market goals. Moreover, since the content is a significant corporate asset, it must be managed as any other corporate asset, since it is imperative to turn it into a multilingual one and working relentlessly on its translation to the client / user's idiom.

As the former German Chancellor Willy Brandt once said:

If I'm selling to you, I speak your language. If I'm buying, dann müssen Sie Deutsch sprechen.

(Then we must speak German)

Although one might be induced to think that simply embedding a Google Translator plugin into his business website would do the trick, it would soon find out how short sighted this choice is. Not only would translations turn out to be of poor quality but this would also heavily affect the reputation of its business and brand.

Furthermore, a global economy is more and more requiring not only a multilingual content but also a content which is appropriate to the targeted population. In other words, a business must meet the expectations in terms of localization and translation processes of a targeted country, otherwise even a perfectly translated message may sound weird for a native speaker.

For instance, a Spanish firm could use in its website an expression such as

llevar el gato al agua - to take the cat to the water

to highlight that they have fulfilled a very complex task in a particular job, a feat.

Clearly, the English translation does not convey the same meaning of the original Spanish one and a web user would feel puzzled when reading this expression. As a consequence, that business would not be perceived as professional and its reputation would soon break down into pieces. It goes without saying that the user / potential customer would dash off to another business website and, sometimes, buy a product or service from the competitor.