Linchi Kwok, Ph.D.

Is there anything technology can't do?  Recently, Marriott launched the #GetTeleporter campaign , taking us to a virtual vacation.  What business applications do you see from the teleporter?  Will people buy in this concept?  Tell us what you think. 

The Aloft Hotel is testing a robotic butler concept in the Cupertino, California location.  The chain has no intention to replace any service staff at this point and is planning to bring more "botlers" (robotic butlers) to other Aloft Hotel if the concept proves to be successful. In general, I believe technology can enhance customer service, but at the same time, technology may also minimize the real human interactions among customers and staff.  So, is it a good thing when hotels use machines to serve people? Do customers have a saying on how they will be served (by a real human or by a robot)? With those thoughts in mind, I wrote two articles on MultiBriefs.com . I believe machine serving people has become a reality , but at the same time, there will be a variety of options (brands) in the future to meet different needs from customers. Customers will be able to choose a hotel that uses machines or uses real human being for customer service . In your opinions, to which...

The Wall Street Journal reported a new research finding , suggesting us to chew more if we want to lose weight. But isn't it obvious? It takes longer for people to eat if they chew more. Studies have shown people eat less if they eat slowly (in this case, chew more). On top of that, food that mixed well with saliva will get digested better. Regardless, it is interesting to see somebody actually making effort to prove the causal relationship. Hopefully, nobody would start eating more unhealthy food because they will chew more of the unhealthy food.

I recently read an interesting experiment from a famous restaurant in #NYC , where the owners compared customers' behavior of today and that of 10 years ago.  I wrote an article about it on MultiBriefs .    Here is what was reported by the restaurant (and what I included in the article):  July 1, 2004 : Customers walked in.  They were seated with a menu.  Three out of 45 requested for a different seat.  Customers spent about 8 minutes on the menu before closing it, indicating that they were ready to order.  Servers instantly took the order.  Appetizers were served in about 6 minutes (except for complex items).  Two out of 45 customers sent items back.  Servers remained attentive to customers.  Checks were delivered when customers finished their meals.  Customers left within 5 minutes.  On average, it took 1 hour and 5 m...

President Obama was caught on tape working out in a hotel during a trip to Poland.  Leaving politics aside, this video shows Obama is just like many other travelers: They all work out in a hotel gym.  According to a 2012 survey conducted by TripAdvisor with over 1,400 U.S. travelers, healthy eating and exercise have played an important role in Americans' vacation.  Sixty-nine (69) percent mentioned healthy eating is important during vacation, and 53 percent said they always or often do exercise while they travel. I am glad to see the industry is responding to what travelers want. Many hotel brands have already updated their workout facilities through renovations and/or re-branding.  Today, travelers can easily find up-to-date equipment in a large workout room in hotels.  There are also websites that are specifically developed for hotel gym reviews (e.g., HotelGymReview.com ).  My recent stay at the Hilton Portland and Executive Tower was a gr...

I was in Hong Kong and mainland China for a conference in May.  During my visit, I witnessed a debate between Chinese tourists and the local residents in Hong Kong. On one hand, Chinese tourists spend a lot of money on luxury goods and daily necessities in Hong Kong.  On the other hand, the overflow of Chinese tourists brings in many inconveniences to local residents. Many other tourist destinations also experience some negative effect from the overflow of Chinese tourists.  I wonder why people seem to love and hate Chinese tourists at the same time.  More importantly, what can Chinese tourists do to win the harts from other tourist destinations? Visit Multibriefs.com for my in-depth discussion on this topic. Other relevant discussions from this blog: Welcome Chinese Tourists The Biggest Challenge and the Hidden Opportunity of Entering the Chinese Market Investing in Digging the “Gold Mine” of China: Now Is the Time   Lodging Stoc...

How powerful can a single click on the internet be?  One click can search up endless opportunities on the internet, 'like' a video, or even just simply view a picture.  Now with companies such as MGM Resorts International, a click is all you need to be exposed to their services.  Does it work?  An increase of over 300 percent in revenues may make MGM think so.  MGM introduced a new digital marketing strategy in 2010 that hones in on their most relevant customers.  By simply searching up prices on hotels or even 'liking' their photos, MGM can specifically advertise to these customers with tailored materials in addition to the "regular" ones of MGM.  What is interesting is how MGM states that they create individual profiles of their customers so that they can determine whether or not someone is more of a big spender or a penny pincher.  With the right data, MGM then targets past customers, as well as the potential with this personalized campaig...