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California Escrow Industry Group Seeks Uniform Regulation

In late May, the Santa Clara County, Calif. District Attorneys Office charged a former escrow officer with 32 counts of embezzlement and grand theft for allegedly living high on the hog on the tab of her clients.

Melanie Melim, a former escrow officer with Alliance Title Co., faces up to 21 years in prison for allegedly stealing more than $1 million from client escrow accounts funds that were considered to be guarded by a neutral third-party to the real estate transaction.

Instead, Melim used the funds to attend concerts and sporting events, take trips to Las Vegas and go on shopping sprees, authorities alleged.

As much as the allegations against Melim are personally troublesome, they also raise questions about the security of the escrow industry, a staple of the real estate business in California for more than a century.

But as the California escrow industry juggles confronting incidents such as these, waiting for the filing of a controversial rulemaking that would drastically cut its rates and pacing the floor of the state Capitol, one trade group has hinted that the industry may be gearing up for its toughest challenge yet.

An aligning of the stars
Members of the Escrow Institute of California (EIC), a trade group that represents the states licensed, independent escrow industry, are laying the groundwork for a cross-industry meeting of the minds to bring stability to an industry confounded by a confusing maze of uneven regulatory oversight.

The EIC has officially opened the door for formal discussion of a proposal to bring Californias escrow practitioners who, depending on their primary real estate business, must answer to one of five different state regulators under the umbrella of a comprehensive, uniform escrow law with a single regulator.

According to EIC President P.J. Garcia, its a system that could do much to solve the escrow industrys problems and relieve it of the burden of a regulatory structure that just doesnt make sense.

There is a broad array of bureaucracries that regulate escrow in California, to the extent that not even the regulators have an integral grasp of the picture, Garcia said. If that is the case, how can the consumer possibly understand it and know who to turn to? Its a question of enhancing consumer protection and streamlining government, both of which we think are good goals.

However, its an idea that has been tossed around before, without much agreement. Still, Garcia describes initial discussions among the various affected industries and regulators as encouraging.

Theres the sense that there is an aligning of the stars, she said. But the devil is in the details. What we have to do is build a consensus.

In the beginning
Independent escrow corporations have been providing closing services to California consumers in California since the late 1940s. The state Escrow Law, which was enacted in 1947, defines escrow providers as neutral, third-party agents for all principals in a real estate transaction.

The Escrow Law requires all corporations engaged in the escrow business as escrow agents to be licensed as independent escrow companies by the California Department of Corporations (DOC). However, in order to reach Californias more rural consumers, the state began to allow other real estate practitioners to provide escrow services to give consumers greater flexibility.

Thus, the state excluded the following groups from the licensure requirements of the Escrow Law:

Any person whose principal business is that of preparing abstracts or making searches of title that are used as a basis for the issuance of a policy of title insurance by a company doing business under any law of this state relating to insurance companies. These individuals are regulated by the Department of Insurance (DOI).

Any real estate broker licensed by the real estate commissioner while performing acts in the course of or incidental to a real estate transaction in which the broker is an agent or a party to the transaction and in which the broker is performing an act for which a real estate license is required. These individuals are regulated by the Department of Real Estate (DRE).

Any person doing business relating to banks, trust companies, building and loan or savings and loan associations. These individuals are regulated by either the DOC or the DRE.

Any person licensed to practice law in California who has a bona fide client attorney relationship with a principal in a real estate transaction and who is not actively engaged in the business of an escrow agent. These individuals are regulated by the state bar.
Garcia argued that while the current regulatory structure may have made sense when it was created, times have changed, and so should the system.

I think the market has changed over the last 60 years or so, particularly in the last 10 or 15 years, she said. Technology has made a lot of changes. Were no longer a predominantly rural state. Even the rural areas arent just rural anymore.

Moreover, escrow practitioners licensed by the DOC are subject to a higher regulatory standard than those who are exempt from the Escrow Law, Garcia said. DOC licensees undergo background checks and fingerprinting by the Department of Justice and are bonded by the Escrow Agents Fidelity Corp., while those who are exempt from the Escrow Law get the all-clear from their primary industry regulator.

Such uneven standards may be a factor contributing to incidents such as the one involving Melim, Garcia said.

Whenever something is reported, it is just reported as escrow. There is no distinction made as to who the regulator is, Garcia said. We all sort of get painted with the same broad brush, and that is not something we have been happy about.

Mike Belote, legislative advocate for the California Escrow Association (CEA), a trade group representing all escrow practitioners, agreed change is needed, but said the discussion has been simmering for 25 years without coming to a boiling point.

We think if you were creating an escrow regulation system from scratch, you wouldnt do it this way, Belote said. Everyone understands its a weird system we have now, but its been this way for over 50 years. The question is, how do you conform all of that if there is no political will to do that?

Winds of change
Its no secret that for more than a year, the DOI has been focused on implementing regulations to drastically reduce title insurance premiums and escrow rates by $1 billion annually. The DOI has been colorful in its depiction of the title insurance industry as a system rife with illegal kickbacks and gratuities, and the department was generous enough with its brush to paint the escrow industry as middlemen who only further drive up prices for consumers.

This included DOC licensees, who were baffled that they were lumped into a regulation proposed by a regulatory authority other than their own. The EIC spent most of last year fighting the proposal and standing beside the group was the California Land Title Association (CLTA), which linked arms with the EIC on many occasions, including a contentious day-long DOI hearing last August.

Bridges built and alliances formed, the EIC is hopeful it will be able to bring the CLTA, the California Association of Mortgage Brokers (CAMB) and the California Association of Realtors (CAR) together to hash out a proposal in time to introduce legislation in the 2008 session. While details are still sketchy at this point, Garcia said one suggestion is to bring all escrow providers under the DOCs jurisdiction.

Logistically speaking, all of the people who know escrow best are at the Department of Corporations, Garcia said. But again, the devils in the details. I couldnt give any commitment on how that might look in the end. Of course, it will have to be done collaboratively because if the other industries are flat-out opposed to it, it would obviously be a lot more difficult to do.

Craig Page, executive vice president and counsel of the CLTA, and Jack Williams, president of CAMBs executive board, both said their groups are open to the discussion, but as pen hasnt yet been put to paper, they declined to state formal opinions on the proposal. Garcia said the DOC and DOI have also been receptive to initial talks.

CAR and the DRE, which historically have been the most resistant to the idea, did not respond to a request for comment by press time.

The process of going through the Department of Insurance hearings really brought home to us once again that this is a very fractionated and confusing process, Garcia said. 2007 is paving the way. Were pleasantly surprised by the response we have received so far.

How To Get A Job In The Fashion Industry Even During The Recession!

Today a friend from who worked at a Designer Apparel company called me somewhat depressed. His company closed their showroom and he has been out of work for 4 months without any prospects for work. I felt his pain and asked him to join me for lunch so we could figure out his next step. Over lunch I asked him how he was feeling. Frustrated, concerned, worried, and wondering if he would find work were some of the emotions. He did everything you are taught to do when looking for a job. He had called everyone he knew, went on line to see what jobs were posted, sent resumes everywhere, but to no avail. Well, my first step was to change his attitude. Because feeling the way he was feeling was not going to help him one bit. Then I asked him where the opportunity was in this challenge? How could he turn it around so that his next position was perfect and soon? By the time we were done he had the beginnings of a great plan which if he follows through (which knowing him I believe he will) could give him his own business, that he would love, with the potential to earn oodles of money. I also told him to get the book “The Success Principles” by Jack Canfield to help him bring his plan to fruition. Which brings me to the basic concept which is: “Where is the opportunity in every challenge that you have?” Remember the right attitude is a big part of succeeding.

With the economy being what it is today every industry is fighting for survival and the fashion industry is no exception. Fashion is the only industry where styles go “out” of fashion and then they come back “in”. In a sense it is a very volatile and fickle industry. And in to this whirlpool of movement and the ins and the outs of fashion came The Recession.

With this economic scenario what is a person to do? Jobs are essential as more often than not, based on the take-home people are paying off mortgages, credit debts and loans. All your regular tried and tested ways of getting another job when the job market is so tight are sometimes in vain. You would really then need to sit back and take a long hard look at your methods and come up with something where you get a job and one that you enjoy that meets your career expectations.

Finding a job during recession need not mean you have to compromise to an extent you feel you are short changing yourself. It just means you have to find a way to get a foot in the almost closed door and make it open for you. Employers are now looking to boost their revenue potential and one way you could present yourself as a potential candidate is to focus on companies that are still growing. If your resume highlights your successes rather than your oh-so long list of qualifications then you stand a better chance at getting the second call. “Over-qualified” is a curse during recession because the more your degrees and diplomas the more prospective employers feel you are looking for a large pay package. Don’t forget, people are still buying clothes, shoes, handbags whatever just not as much. The fashion industry cannot come to a grinding halt we just have to continue wading their way through the recession period so cost cutting is paramount in our thinking.

You want that job and you want that the employers should notice your resume among the thousands they receive. Don’t fall in to the old trap of sending out a standard resume to a large number of companies. Doing this means you have given all companies an open invite to your resume thereby negating its potential value and you are commoditizing yourself. Your resume needs to stand out.

Jamie Varon 23, had her heart set on working at Twitter. She already applied for a position on the companies website. She had asked a friend at Google to put a good word in for her. She even showed up at the company’s web site with a bag of cookies in an effort to charm the recruiter into meeting with her. All to no avail. What she did next was sheer brilliance. She created a web site called twittershouldhireme.coom which included her resume and recommendations plus a blog which detailed her quest. Within 24 hours the company contacted her and she had a meeting set up at Twitter. She also received two job offers from other tech companies that had noticed her site. Talk about thinking outside the box. This is the kind of thinking you need to do in order to stand out from the crowd.

Your first move should be to make a list of what kind of job you really want. Design the job in your head. Than write down what it looks like down to the details of what you will be doing each day, how you will dress, and what you will be paid. Don’t let fear take over. By taking time off to detail what you are looking for you are giving yourself a vision of what your next job is. Than start looking at companies that fit the bill. Once you have narrowed them down to the top 15 – 20 companies, next start your campaign to find a job in those companies. Again be creative, look for companies that are doing well and growing. There is always someone doing good business in every kind of economy.

Four years ago I found myself unemployed. The division I ran for 17 years was being closed and there wasn’t another position being offered. This was a crushing blow as I thought of this company as my home. While I was incredibly upset on the day it happened the next day I found myself excited by the possibilities. Wow, I could reinvent myself. Four years later I have an even better position as President of a major celebrity brand with a very successful company making more money than at my previous company. Again having the right attitude is a major part of the process.

The next step is your resume. Seek help from professional resume writers. Remember if you reveal everything about you in the resume then you are giving the reader an open invite to make snap decisions. Matters are complicated enough what with your resume having to clear three levels in one go, the junior HR recruiter who is working on key words, the next level manager who is looking for experience and skills and finally the actual recruitment person who has to ensure you are the right foot for the shoe. A sluggish economy requires that your resume must fit every framework. Be exact and not vague in detailing your eligibility. They are looking for people who can think on their feet and offer viable solutions not general ideas.

Your aim is to let your prospective employer know you are flexible, your experience can only bring positive results to your new job, you are able to read situations, take required action and get positive results whenever the need arises. If you feel you can start at a lower salary for a short period on the condition that you will get an increment when the economy settles, be open to it. This indicates your willingness to adjust to the constraints the company is facing. It is always more important to take the best position than the most money as that is what will make your career more successful. In the fashion industry there are always people jumping from job to job with no staying power. Those peoples career always self destructs eventually. You need a home not just a paycheck. The money always comes as you grow in your career.

Now you have the interview. What are the next steps? You need to sell yourself in the interview the same way you would sell any product. Make a presentation on how you would benefit the company and fulfill their needs. Do your research. Know the company, know the job and it’s requirements and than show how your experience and strengths would solve their challenges. Show examples of how you have done this in the past. Be open and friendly in an interview and do not bring up any negative points. Do not tell them how hard it is to find a job, do not trash your old company or boss. Be very positive. Prospective employers want to work with pleasant people. I always wonder about negative people and have never hired one. I look for people who really want the job but are not desperate for the job.

Getting a job during recession is not an impossible task. All it requires is a little effort on your part, a little patience and some clear ideas on how you can bring opportunity to your doorstep.

Copyright (c) 2009 Create My Career

How to Lower Costs in the Interlining Industry

There are so many strategies go in to making your company run and be successful. One aspect that is very important in a successful business model is making sure that your company is being run efficiently, so is that in the interlining industry. When talking about lowering the costs in the company, many executives only focus on procurement costs and operational costs. For example, from the view of the director in the procurement team, a balanced budget control on base fabrics for products of woven interlining, non-woven interlining and fusible interlining is essential, but mine are focusing on the strategic planning. One of them is efficiency in the business model. Efficiency is a tool to run the company successfully, but at the same time we must make sure the total costs are not increasing. Here are some tips on how to increase efficiency while lowering costs, which are applicable for the manufacturers of woven interlining, non-woven interlining and fusible interlining.

The first tip to increase efficiency while lowering costs is to have contingency measures to keep the employees busy during machine down time. The machine down time is a part of interlining manufacturing as the production lines need to be switched for products of woven interlining, non-woven interlining and fusible interlining, or have maintenance done to the machines. Making full use of the machine down time will certainly make a positive effect on increasing the efficiency. For instance, having the production lines organized and working space clean during the machine down time will help saving costs on housekeeping and have less time wasted, as everything is well-organized and available for the employees to use.

The second tip to increase efficiency while lowering costs is to provide the excellent customer service. It is already the era to provide excellent service rather than only merchandises like woven interlining, non-woven interlining and fusible interlining in the interlining industry. Pioneer interlining suppliers like us are striving for providing the best customer service. This will help us have efficiency when dealing with clients as they tend to keep coming back. On the contrary, the companies might not get very far without excellent customer service even if they spend a lot on advertising.

The third tip to increase efficiency while lowering costs is to control the defect rate. There should be some strategies to control the defect rate on the manufacturing process of woven interlining, non-woven interlining and fusible interlining, to have as little waste as possible. This will help save money on the materials and time on the manufacturing procedures, as you dont need to use as many resources as before. This defect rate control, in other words, contributes to increasing the efficiency.

The fourth tip to increase efficiency while lowering costs is to remove the middle man. You should go into details of each single part of the supply chain to see whether there is a middle man. This will not only help save money, but guarantee the quality of your supplies for woven interlining, non-woven interlining and fusible interlining, to remove the inefficiency caused by re-ordering in the supply chain; also conduct at least one check around each year to see whether you are still getting the best price on the supplies.

The Asian Fashion Industry Is Coming Of Age

When most people think of fashion they think of the runways of Paris or the big designer houses of New York City. Quietly standing in the sidelines and starting to claim its own spot in the limelight is the world of Asian fashion. Whether you know it or not if you like to wear trendy clothes then you are already probably wearing some of todays hottest Asian fashion.

The biggest players in the industry right now are the Japanese fashion houses and the Korean fashion industry but these are not the only countries setting their sights on the global market place. While China is best known for its production capability, there are signs that it is also targeting the broad Asian fashion market. Thailand, Singapore, and Malaysia also have the capability to take market share away from western designers.

Over the past five to ten years the Asian fashion industry has begun to make its mark on the world. We find this to be particularly the case in contemporary fashion. The styles targeted at the younger set owe a particular debt to the Japanese designers. Pop culture and styles made evident by entertainment stars have popped up throughout Japan and have spread to the rest of the world. The school girl look, for example, can be traced directly to the Japanese world of styles driven by pop singers.

Today we see Korean designers having more and more impact on style. Seoul, in particular, has set its sights on becoming a hub for fashion. In the past Korean designers have kept their sights close to home but now are moving to make an impact on the global stage. Even though this means competing with well known brands, the Korean fashion houses are well positioned to make a move. The region is long known for the quality of its Asian fashion trades people and the industry is working to bring prices down in order to increase competitiveness.

If you are looking for ready to wear Asian fashion then the Internet can put the world at your fingertips. There are dozens of good sites that carry a comprehensive line of Asian fashions of all styles. A quick Internet search will present you with choices that are as specialized as bridal wear and as general as sites that carry a little of everything.

It is a given that Asian fashion is poised to make significant in roads in the fashion world. The timing is right and the creative talent is there. The demand from buyers is there as well. The main stumbling block is the inconsistent nature of the sales pipeline. A great deal of progress has already been made and as the Asian fashion industry becomes more mature it will learn how to take advantage of the entire worldwide market. If recent runway shows like ones recently held in Korea are any example of what the industry is capable of, Western fashion labels should take heed. The Asian fashion industry is coming of age.

Loyalty Program Hospitality Industry

HOTEL LOYALTY
Hotels get nearly half of their revenues from the small segment of travelers who spend about a month each year on the road: frequent visitors make up only 10 percent of all hotel guests but account for 44 percent of
hotel nights . In the early 1980s, hotel chains began to recognize the value of such customers by introducing loyalty programs patterned on the airlines’ frequent-flier model. These programs have succeeded in maintaining the loyalty of people who travel moderately often but are not as effective as they might be with other segments, our research suggests.

The frequent-traveler segment represents $40 billion to $50 billion in revenues each year. These guests spend some of that money in their preferred hotel chains, but their wandering ways leave $22 billion to $27 billion in play. Persuading such people to narrow the field from three or more chains to their favorite two could add seven to ten nights at the chain they prefer. To capture this opportunity, hotel executives must ask, “What do you get the person who has everythingor at least more points than he or she can use?”
Part of the answer might involve changing the way points are redeemed. Even for elite-status members of a loyalty program, redeeming them for free hotel rooms can be cumbersome at popular times and destinations.

2.Loyalty Club Members Habitat
The percentage of all guests who indicated club membership is “very important” when selecting their most
recent hotel stay increased steadily throughout 2003 with a 25-percent annual increase.
Frequent travelers are four times more likely to consider club
membership very important when selecting a hotel.
Among frequent travelers, club members have considerably higher incomes, pay slightly more per room
night, stay more nights per year in hotels and are more tolerant of price increases compared with
nonmember hotel guests
The average profile of a frequent traveler who joins a loyalty program is a 47-year-old male traveling on
business. He stays 31 nights per year in hotels, is very brand loyal, pays an average of $103 per night and has an annual income of $104,000

E-CRM IN HOSPITALITY TODAY

Electronic customer relationship management (e-CRM), in the context of the exploding Internet distribution and marketing in hospitality, is a business strategy supported by Web technologies, allowing hoteliers to engage
customers in strong, personalized and mutually beneficial interactive relationships, increase conversions and sell more efficiently.

e-CRM cannot exist in isolation
Today’s multi-channel marketing model requires a single brand image to be communicated across all channels. In the same time it requires interactive customer relationships to be established and maintained across all
channels.

Anytime an Internet user lands on a hotel website, a branding interaction occurs. This branding interaction can
be positive or negative . Unfortunately for some hoteliers on many occasions a
visit to the hotel website turns out to be the last point of contact with this particular customer.
Two key questions are facing hoteliers today:
Who owns the customer in this new online environment? The online intermediary, which made the
booking, or the hotel where the guest stayed?
How can hoteliers establish mutually beneficial interactive relationships with the customers in order
to increase repeat business, boost revenues, and retain loyalty?
Here are the main aspects in e-CRM in hospitality:
1. Know Your Customer
2. Customer Service
3. Personalization
4. More Efficient Marketing
5.Building Customer Loyalty

1. KNOW YOUR CUSTOMER
Knowing your website visitors is an extremely important consideration when conceptualizing and designing your hotel website and your e-CRM strategy. After all, addressing your key audiences and providing them with relevant information is one of the key aspects of any hospitality site. Different customer segments should easily identify areas on the site that speak to them. Internet users visit a hotel website not as John Smith or Jane Smith, but as a Business Traveler, Meeting Planner, Special Event Planner, Family Traveler, Spa Services
Seeker, Golf Outing Seeker, Vacation Planner, Convention Attendee, Wedding Planner, etc.

Case Study: Who Are Your Online Customers?
The 2004 RUSH Report, a joint effort by Hospitality eBusiness Strategies and iPerceptions, based on nearly
40,000 customer survey respondents on 30 major brand hospitality websites, shows that 56 % of all visitors on
hotel branded websites are Leisure Travelers and 32% are Business Travelers. The benefits are obvious:
Identify your most valuable customers with best lifetime value perspective
Allows guest-centric data mining: guest history, guest profiles, past bookings, preferences, etc.
Enables informed decisions in real time
Allows fast response times
Real-time Guest Lifetime Value
Deliver business insight to executives, marketers, sales
2. PERSONALIZATION Personalization is more than providing the right information to the right person at the
right time. Personalizing the customer experience on the hotel website is a powerful conversion and retention
tool. Customizing your interaction with your most valuable customers will provide significant long-term rewards.
Adopt a policy on how to address your guests via email Addressing the customer segmentation issues on the property website is a logicalnext step. Creating a targeted email marketing campaign is another good step.

For the major hotel brands, the personalization efforts are much more complex and expensive. Customization tools used by some major brands and airlines allow website users to actively personalize their website experiences using over 250 criteria. Here are some of the efforts by the major travel and hospitality companies to make the user experience more personable:
Personalization agents using a variety of customization applications, capable of creating Behavioral
Profiles and a Real-time profile for each customer
Collaborative filtering: Using preference matrix and artificial intelligence to capture and predict
customer interests
Decision-support applications utilizing various applications for Behavioral Profiling, Predictive Modeling, Collaborative Filtering and Click-Stream Analysis, capable to sense the purchasing behavior and patterns of the user. By providing a customized booking experience these applications can boost the conversion rates.
2. CUSTOMER SUPPORT
It is important to understand that customer service is only one aspect of e-CRM and is primarily a reactive function aiming to improve performance and efficiency, while e-CRM as a whole is a proactive long-term strategy.
On the Internet the customer support aspect of e-CRM is an extremely important trust building and customer retention tool. A well positioned Contact Us or Help button or Push-to-talk feature speaks volumes about the
hotel brand and builds trust. 57% of online shoppers actively seek sites with good customer service

Case Study: e-CRM Comp Analysis of 9 major upscale hotel brands.
HeBS uses its proprietary CyberScore system to evaluate various aspects of 9 upscale hotel brands. HeBS addresses e-CRM features and functionalities considered essential for optimum customer experience, such as customer support, ease of use and visibility of customer support throughout the site, customer support by phone and email, personalization, “Self-service” Customer Service Tools , “Live” Customer Service Tools, corporate and property level help desks and contact info. Evaluated were a total of 9 e-CRM features. The maximum score is 90

Live Service Tools: Push-to-talk functionality and real-time interaction with live agent; instant messaging and chat-room type of assistance; Voice-over-Internet Protocols (VOIP) applications; automation to pre-screen live
support (selective approach) E-Mal Service Tools: Inbound e-mail management; automated e-mail response systems, capable of
automating 80%-90% of e-mail volume with 98% accuracy, and dramatically improving service and reducing support staff by up to 40%.

4. MORE EFFICIENT MARKETING
eMarketing plays a crucial role in establishing interactive relationships with your customers. eMarketing is a
marketing strategy that uses the Internet as its medium.
The main issues facing eMarketers in hospitality today are:
Guest profiling and one-to-one marketing.
Accurate segmentation: focused segmentation equals higher response rates
Create narrow-focused marketing campaigns
Utilizing lifestyle data and personal preferences in the marketing
Building opt-in email lists and precision e-Mail marketing (fivefold higher response rates)
Internal benchmark of customer lifetime value
Cross-selling opportunities
Campaign tracking and ROI analysis
Developing a robust and effective eMarketing strategy requires not only an extensive knowledge of your
customers and precise customer segmentation, shifting marketing finds from offline to online channels, but
deciding what your marketing objectives are.
Display Ads (e.g. Traditional Banners): Steady decline: 2003: 21% (as percentage of total online
advertising spend); 2002: 29%; 2001: 36%; 2000:50% (PWC/IAB). Click-through rate 0.83% in
Feb 2003 (eMarketer)
Keyword Search (e.g. PPC, paid-inclusion, etc): Steady increase: 2003: 35%; 2002: 15%; 2001:
4%; 2000: 1%.

Classifieds: increased usage of this format: 2003: 17%; 2002: 15%; 2001: 16%; 2000:7%.
e-Mail Marketing: Currently between 3%-4% of total spend; Jupiter Research reports that US email
marketing spending will rise from $2.1 billion in 2003 to $6.1 billion in 2008.

Overall Site Satisfaction: How would you rate your website experience overall?
Excellent 18.80%
Very good 35.73%
Good 28.94%
Fair 12.22%
Poor 4.31%
Total: 100%
Different customer segments perceive the hotel website differently. While not dramatically different, Business Travelers appeared slightly more critical than other user groups. Even when they felt satisfied, Business Travelers
appeared more critical: 54.57% found the site to be Very good or excellent compared to 55.14% for LeisureTravelers.

Conclusion: e-CRM is an integral part of online distribution and marketing in hospitality. The Internet provides the best direct means to reach existing and potential customers. Establishing interactive relationships with your
customers, which is the essence of e-CRM, will help you retain your customers, increase revenues, and build brand loyalty.

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