S&MM SoundOff

A Rant From the Road by Marketing Guru Scott Hornstein

I am on the road, in Louisiana for a marketing meetings with a gem of a company located on the north shore of Lake Pontrachain. On the other side is New Orleans, or what was New Orleans.

My practice takes me to many cities. On each visit, I always ask myself, is this a place I could live? Does a whisper remind me to return? Mostly, it’s an intellectual exercise–my assignment is over and I’m gone like a cool breeze. This, however, is one sweet place.

This was my first visit to New Orleans since Katrina, so my friend Kenny took me for a ride. We passed through a neighborhood full of restaurants and shops and traffic lights, bustling with everyday life and we crossed the levee into the Lakeview section.

Once this area was under more than 20 feet of water. You can see the high water mark at the tops of the (really nice) homes. Everything is gray. The buckled roads, the yawning houses, the toppled trees are all gray. Not a bird, nor a blade of grass. No squirrels. No kids on bikes. Just gray. Drapes, chairs, beds, hopes and dreams--dead in the sun on the gray lawns. Some orange insulation blew down the street. Occasionally we’d see a FEMA trailer.

At 17th street, where the levee broke, it looks like a hose turned on an anthill, with twisted walls and eddies of gray dirt. You’ve seen it on TV, only you really haven’t seen it at all. And it hasn’t changed since the water was pumped out.

I believe the Constitution of this great country of ours refers to a nation of the people, by the people and for the people. It’s time for some sober thinking about how the situation in New Orleans got so out of hand, and what needs to be done now to put it right.

Getting Your Zzz’s on the Road

I’m what you would call a nervous traveler.

It’s not that I don’t like to travel, but getting on an airplane makes me tense. Even worse are the long flights that take me someplace where I am either six hours ahead or four hours behind my normal time zone. But the traveling part aside, what really is in the back of my mind is: Will I be able to get some sleep!?

My doctor would often tell me to pop a few Sudafed’s to get drowsy, but that never worked. Today, there are sleeping aids that claim to have nearly no morning groggy side effects so long as you follow the strict directions on the label. I’m sold!

But this revelation hit a snag this week.

A popular anti-insomnia medication, Ambien, which is taken by many travelers (26.5 million prescriptions were filled last year), was linked to short-term memory loss leading to increased traffic arrests and uncontrollable binge eating.

I know that some of you road warriors may be in the same boat as I am when it comes to catching your Zzz’s on the road. Do you have any tips for other travelers who may not want to take sleep aids and risk all those side effects?

For tips on getting sleep in the road read: Catching Some Shut-Eye

Lobbying for Business Travelers

Good news for business travelers: Several major hotel chains are making their lobbies more conducive to meetings and last minute work.

In 2006, the US hotel industry will spend $5 billion on improvements this year, according to PricewaterhouseCoopers. USA Today reported this week that chains like Marriot, Embassy Suites, and Sheraton are adding amenities like workspaces, European style cafes, and wireless access in their lobbies.

Do you prefer to work in the lobby or your private room? The lobby amenties would appeal to me because I'm much more productive in an open space than cooped up in a room. But would upgraded lobbies make road warriors reconsider their hotel choices? Or do other factors like price, in-room services and brand loyalty still rule?

Need some travel advice? Check out our expert travel tips from our 2005 business travel guide.

Putting Words in Your Mouth

The New York Times reported an interesting story today about how some hotels try to influence their ratings on travel sites by incentivizing customers to write up good reviews, or by submitting reviews themselves disguised as former guests. Most hotels say they don’t try to influence the comments, although a few quoted in the story saw nothing wrong with asking customers—or offering them incentives—to write positive comments. Whether hotels admit to the practice or not, the major travel sites say they are constantly flooded with suspect reviews, and have even been offered bribes to take down negative ones.

The lengths to which some hotels will go to burnish their image with customer referrals shows the power of word-of-mouth marketing. Obviously, the hotels have a vested interest in maintaining positive reviews, because these sites have become powerful influences on future customers. However, those trying to game the system should also realize that customers aren’t stupid; they can usually tell when the comments are just a little too glowing. When I surf the Web for hotel or restaurant reviews, I always take them with a grain of salt. (Especially if they are five-star reviews and boast a lot of exclamation points!!!) In addition, false good ratings may even end up hurting future business. After all, if I see a lot of perfect ratings, I would expect to be blown away—and if I’m not, I’m more likely to be disappointed and not bring back my business.

It’s true that customers are more vocal about their bad experiences than they are about their good ones. But instead of trying to game the system, companies should be focused on motivating their customers to write positive reviews the right way—with stellar service. Let your real customers do the talking for you, and the business will come.

In the Bag

Air travel can be hectic, and if you’re like me, trying to find your luggage at the baggage claim can be the worst part of the journey.

Well, take heart my friends. I’ve found a clever solution to our little problem, and no, I’m not going to suggest tying a bright red ribbon to the bag’s handle. Haven't you noticed how many people are looking for that same black Samsonite with the red ribbon on the handle?

This year, I’m buying one of the new brightly-colored offerings on the market. Luggage manufacturers such as Tumi, L.L. Bean, and Samsonite are rolling out travel gear in shades of hot pink, sunny yellow, steel gray, and even camouflage. A neon green duffel bag is guaranteed to stand out amid the piles of black bags rotating on the airport’s carousel. (For more on the latest innovation in luggage click here.)

Colorful bags aren’t for the faint of heart or staunch conservative, but they are a creative way to get you in and out of the airport in record time.

Tell us what you think. Would you buy a colorful piece of luggage? Do you have other tips to lessen the burden of business travel?

Premium or Practical for Business Travel?

A hotel room can't replace the comforts of home, but many hotels are now giving travelers more reasons to stay enjoy their stay.

For instance, the Westin and Reebok are teaming up to construct state-of-the-art gyms, the Hilton offers guests Nintendo videogame systems, and the ultra-luxurious One & Only Ocean Club in the Bahamas provides guests with fully-loaded iPods.

What's my hotel of choice? The W Hotel in New York City for their dreamy sheets, minimalist decor, and pet-friendly services.

Now, it's your turn to weigh in.

For business travel, do you prefer trendy, boutique accommodations such as the W Hotel? Or would you rather stay at a traditional hotel such as the Holiday Inn?

For more information on hotel offerings, check out this article in Sales & Marketing Management's business travel section. Plus, S&MM tackles your biggest travel frustrations in the 2005 Business Travel Survey.