The New Rules of Handling Customer Complaints

"Want some old advice? The customer is always right. Okay, now you can stick that in your pocket. Today's best service entrepreneurs are looking beyond old axioms in relating to customers. That's because today's best customer service isn't something that can be faked: it's personalized and it has a personality. Do you have the certainty you can harness all the feedback customers will give your company, act on it, and keep your best customers coming back for more? We've compiled highlights of new expert tips from articles in Inc. and guides on Inc.com to help you take a fresh look at making your customers happier and your business better."

Read the complete article at www.inc.com

U.S. hotel outlook uncertainty begins to dissipate

"The recovery of the U.S. lodging industry continues to improve, buoyed by a sustained expansion in the demand for hotel rooms across the country. Accordingly, Colliers PKF Hospitality Research has edged up its forecasts for U.S. hotel performance for 2010 and re-affirmed the outlook for 2011."

Read more via www.hotelmarketing.com

Google’s Secret Social Initiative Delayed Until Spring 2011

"Google’s big social initiative, once thought to be a full-fledged social network named “Google Me,” is experiencing delays that have pushed back the launch until spring 2011.

Mashable has learned that Google’s big social play could debut in March or April, a far cry from earlier rumors that pegged a 2010 launch date.

The project is a top-secret affair, even within the company. It is being led by Vic Gundotra, one of the company’s public faces and a VP of engineering."

via www.mashable.com

Facebook Pages Getting New Design and Checkins

"Facebook appears to be on the verge of launching a new design of its Fan Pages

This change seems to include the site’s location-based Places checkin functionality, enabling “likers” of the page to check in to it.

Although Facebook founder Mark Zuckerberg is said to be giving a sneak peak at the new Profile Pages design on 60 Minutes tonight, it seems that more change is in store; you can already see the new Pages design in action on select pages, such as Ellen DeGeneres’s Fan Page. On Ellen’s page, you will notice a count for the number of checkins the Page has. According to Facebook spokesperson Meredith Chin, the Ellen Page is a merged page that includes the functionality for checkins available shortly after the feature launched a few months ago. Basically, your brand page will then take on the Places page designs, which appears to be the inspiration for the new profile pages that are to be released as well."

read more at www.mashable.com

Malicious Goo.gl Links Spreading on Twitter [WARNING]

"A large number of messages containing only the link “goo.gl/R7f68″ have appeared on Twitter today, redirecting the users to various malware-laden sites." read the whole article on www.mashable.com

Shortened url links are effective. Unfortunately there can be malicious problems that infiltrate the free services.  For a hotel, those problems can become your problem. Link2Brand offers your hotel a reliable, secure and effective way to shorten your URLs without the worry. 

Visit our website, www.Link2Brand.com, to learn more about the customized, trackable, secure URL shortening service and our 10 day free trial. 

Online hotel reputation battle continues

"At World Travel Market's seminar “Reputation, Reputation, Reputation – How to manage and respond to what is being said about your hotel online,” hoteliers were warned to ignore their online reputation at their own peril.

Chairperson Pamela Carvell, VP of the Hotel Marketing Association, introduced the topic by emphasizing that “10 billon dollars per annum of the travel business is being influenced by consumer-generated content.

“Word of mouth is now both global and immediate, which presents a major challenge for anyone working anywhere in hospitality,” she said."

via www.hotelmarketing.com

Google + Bing Confirm that Twitter/Facebook Influence SEO

"As of yesterday, both Bing and Google have confirmed (via an excellent interview by Danny Sullivan) that links shared through Twitter and Facebook have a direct impact on rankings (in addition to the positive second-order effects they may have on the link graph). This has long been suspected by SEOs (in fact, many of us posited it was happening as of November of last year following Google + Bing's announcements of partnerships with Twitter), but getting this official confirmation is a substantive step forward."

Read more at www.seomoz.org

TripAdvisor urges hoteliers to challenge user reviews

"At the company's first master class event in London, TripAdvisor said not enough hoteliers are challenging negative reviews made online by customers. By responding to negative reviews, you are showing great customer service. It shows you care about your customers and are more likely to look after them when they stay."

via www.hotelmarketing.com

For Google, Social Networking Is Just One Chapter of the Book

"With its valuations and the number of users going through the roof, Facebook is perceived by many as the company that might dethrone Google as the next Internet superpower. Google, however, doesn’t see Facebook as a direct threat, since social networking is just one part of Google’s overall strategy.

“The digital world is exploding and it has so many chapters — it has cloud computing, it has mobile, it does have social, it has searches, it has so many elements. (…) Yes, absolutely it will be part of our strategy, yes it will be embedded in many of our products. But at the same time remember it’s one chapter of an entire book,” said Google’s chief financial officer Patrick Pichette to Australian public television on Sunday.

While that may be true, with Facebook’s recent foray into e-mail, it’s getting obvious that Facebook is competing with Google on many fronts, not merely as a social network. The real question here is whether Facebook’s core product — social networking — is more powerful a foundation than Google’s core product — search."

Read more at www.mashable.com