Businesses today are thriving on setting a goal maximizing Self-serve technologies. These technologies are becoming more prevalent forms of communication. These forms of communication are can be B2C or B2B. This is especially true with the advent of the numerous social media platforms.
For example, the Cornell Hospitality Quarterly discusses a perspective on M-Commerce’s impact on intermediation. There are two terms that have been provided, the first being consumer engagement technology (CET) and the second being SoLoMo Applications. SoLoMo is an acronym that is abbreviated for a set of M-Commerce applications that satisfy customer’s social, location, and mobile-based needs. The most widely used examples of this technology include apps such as Foursquare, Yelp and similar sites where users can check in at a destination point to their inner circle. This technology was innovated by a company with the same namesake in Wisconsin. The hospitality and tourism sector is benefitting from this type of technology in that it is easier to practice loyalty-marketing techniques. In terms of careers within the hotel segment, knowledge and successful execution of m-commerce is also significant.
The IHG Group, for example that runs multiple brands such as Intercontinental Crowne Plaza and Holiday Inn are looking into what are called SMS Marketing personnel. These key people are responsible for driving those automatic text messages you may see when you check into a hotel or if your folio (bill) is ready to view.
All of this again is to help drive engagement and ultimately revenue. The ideal result is that the hotels and its systems are able to read into their guests throughout the customer lifecycle experience (reservation, stay, repeat stay, etc.). This is only the tip of the iceberg however with ‘SoLoMo’ and other related m-commerce advancements that hopefully will have a positive impact on marketing and tourism related organizations.