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Tony Loeb

2181 posts
Tony Loeb, un expert reconnu de l'industrie hôtelière et du marketing digital, a gravi les échelons de sa carrière, passant de webmaster à Directeur Technique puis co-fondateur de WIHP où il participe à la création Meta I/O. Il a ensuite lancé "Experience", le premier CRM hôtelier mondial, révolutionnant l'expérience client et aidant plus de 4500 hôtels. Actuellement, il innove avec 10minhotel.com, une plateforme et une base de connaissance pour hôteliers, combinant ses passions pour l'hôtellerie et le marketing. Le site propose également un podcast informatif, "10 min pour un hôtelier", démontrant l'engagement continu de Tony pour l'innovation dans l'industrie hôtelière.
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  • 3 min

Case Study: MGM Resorts Cuts Call Center Search Times by 50%, Achieving 3x ROI with Knowledge Management Overhaul

🏨 MGM Resorts streamlined customer service and operational efficiency with Bloomfire, a centralized knowledge management platform. 55% of call center employees reported increased efficiency, and the average search time was cut by 50%, from over an hour to under 30 minutes per shift. Service quality improved by 55%, with consistency across teams increasing by 80%. A 3x return on investment was achieved within 12 months of implementation, enhancing customer satisfaction and revenue streams for MGM's 800+ customer support agents.
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Starbucks Affected by Blue Yonder’s Ransomware Attack

🧨 BetMGM, a top iGaming and sports betting operator, enhances customer experience by merging BetMGM Reward Points (BRPs) into one account, enabling point mobility across jurisdictions. In August, BetMGM launched the first nationwide single digital wallet in Nevada, allowing seamless funds transfer in all markets where BetMGM operates, except Puerto Rico and Ontario. Users earn BRPs and Tier Credits across BetMGM Sportsbook, Casino, and Poker, redeemable for various rewards. BetMGM operates in 29 markets and emphasizes responsible gaming with tools like GameSense.
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Carrie Walsh Named Subway’s Interim CEO

🎲 BetMGM, an iGaming and sports betting operator, has unified BetMGM Reward Points (BRPs) into one account, enhancing user experience. This move follows their August launch of the first sports betting app offering a single digital wallet in Nevada. BetMGM now operates in 29 markets, including Ontario, Canada, and Puerto Rico. Players can earn rewards through BetMGM Sportsbook, Casino, and Poker, redeemable online, at MGM Resorts, for Marriott Bonvoy Points, and more. Responsible gaming remains a priority, with resources like GameSense integrated into BetMGM's platforms.
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BetMGM Rewards Points Now Combined Into Single, Digital Wallet

💰 BetMGM enhanced customer experience by consolidating BetMGM Reward Points into a single account, allowing points to travel across jurisdictions. In August, BetMGM was the first to offer a single, digital wallet for Nevada bettors, providing seamless nationwide connectivity. CEO Adam Greenblatt emphasized the rewards program's integration with MGM Resorts and partnerships like Marriott Bonvoy. BetMGM operates in 29 North American markets, offering rewards redeemable at physical MGM Resorts or for Marriott Bonvoy Points among other options. Responsible gaming education, including GameSense, remains a focus for BetMGM.
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Noodles & Company Launches Online Store

🏢 Accor's research, with input from 9,000 global professionals, reveals that face-to-face meetings could increase revenue by 36%. Professionals expect to close 37% more deals via in-person interactions, with 85% believing it would significantly boost revenue. Additionally, 92% rate in-person meetings as important with clients, 85% with colleagues, and 68% prefer it for client presentations. The main reason for business travel (34%) is closing deals. Despite the digital shift, 68% still favor in-person interactions for critical business activities. Sophie Hulgard, Chief Sales Officer at Accor, emphasizes the irreplaceable value of face-to-face meetings for business success.
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  • 4 min

IDeaS Unveils the 2025 Predictions Shaping Hospitality

📱 Accor research reveals professionals expect a 36% revenue increase with in-person meetings. The study included 9,000 global professionals, with 85% predicting revenue boosts from face-to-face interactions, and an estimated 37% more deals closed. In-person meetings are valued over virtual, with 92% deeming it important for external clients, and 85% for internal colleagues. One in-person meeting equals three virtual ones in impact; 41% find face-to-face more effective, especially for sales and company culture. Business travel is driven by deal closures (34%), client meetings (31%), and negotiations (30%). Despite digital tools, 68% prefer in-person client presentations, and 77% for site inspections. Sophie Hulgard of Accor emphasizes the irreplaceable commercial value of personal interactions.
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