PHOTO:
Fauzan Saari
Iâve worked with several clients recently to define a chief customer office role and function. This got me thinking about whatâs important in shaping this roleâwhether itâs a new position or an existing one.
The role of a chief customer officer (CCO) is not a new or unique concept. According to Gartner s research, most companies have someone working in this capacity. Only about 10% of those surveyed lacked either a chief experience officer or a chief customer officer. But there s a wide variance in approaches to the role, and in many cases it continues to evolve as companies explore how best to situate and empower CCOs within the organization.
PHOTO:
Marten Bjork
The pandemic hit the hotel industry hard in 2020 as people cut back or entirely eliminated travel plans and huge profit generators like trade shows and conferences fizzled out.
The American Hotel & Lodging Association (AHLA) predicts that 56% of consumers will return to traveling this year, but expects business customers to hold off longer, leaving half of hotel rooms unfilled.
Some hotels are taking proactive steps in response to lure customers back and bolster occupancy levels.
Capitalizing on Royal Connections
One example is the Drake Hotel in Chicago, which has hosted the rich and famous over the years, including Princess Diana in her only visit to the city. The hotel is currently offering 100 days of $100 rooms as well as a contest for those who wish to spend a night in the Princess Diana Suite.