It's Time!

 So much has happened since my last post and after a long pause, I figured it was time to get back on the proverbial horse.  So much to cover, so I will start with a few bullets:

1 – The industry is in a good place, but we need to do better.  Travel is back on an upward swing and our partners are finally able to take a much needed breath.  They survived the challenges of a pandemic, have learned much, have changed much and are on the right path.  Service and experience need to be their focus as we move forward.  Corporate travelers want their service back and expectations will be high.  No more excuses, let’s work together to move these things forward. 

2- Inventory is a struggle.  Remember the good old days when an airline would play with their inventory to get better RASM?  Remember when a hotel would close out rooms because they could get more money from someone else?  Now we have airports and municipalities stepping in to govern inventory?  We still have government entities saying who can travel and enter countries.  To my buyer friends, if you are NOT looking at inventory and paying attention, it’s time to start doing that and I am happy to help people understand how to do that! 

3 – Distribution is a mess.  I would rarely quote another person on my blog, but I am going to quote the Man, the Myth, the Legend, Jim Davidson of Farelogix.  (Please don’t tell him I called him a Legend, it will go to his head!)  15 Years ago, he sat on stage at a GBTA conference and gave, what I lovingly call, the “Old and Crabby Speech.”  He talked about the challenges of distribution and said, “We are still going to be having this conversation in 15 years” to which people laughed, but sadly, he was right.  (Again, don’t tell I said he was right!)  This is a mess and absolutely NO one on the supply side is fixing it.  TMC’s are slow, GDS’ are reluctant and OBT’s are making progress but not fast enough.  If given the chance, I will gladly give the “Old and Crabby Speech” next year at GBTA if needed. 

4 – Speaking of GBTA….it is in good hands.  Suzanne is an amazing person who is smart, caring and gets it.  She knows what the industry needs and is working hard to make it happen for the buyers and suppliers. 

 

Now that I am back, I intend to cover all of these and so much more in the weeks ahead.  I will share some personal stories as well as my thoughts and ideas.  Not doing this because I think anyone cares to hear from me, I am doing this because I care.  I care about the industry, I care about my program, I care about “my people” and I care about relationships.  Plus, I think its time we all focus on the future and keep going! 

Two E's That Have People Talking

They are NOT Economy and Embargo, so no worries, no politics here folks!

The words are not new in the industry, but the focus on them has certainly ratcheted up recently.  Experience and Engagement are on the lips of many in the industry today.

Experience - We are all trying to find ways to improve the experience of everything.  We want people to have the ideal experience in booking, at check in (air or hotel), using the product (airplane seat, hotel room, rental car, driver) and in the extras that come with each of the above.  The challenge, that I will come right out and talk about, how do you accurately measure experience?  You can give my colleague and me the exact same experience and we will measure it differently in that moment.

I have to come determine that I cannot make everyone's experience ideal all of the time, but my goal can be to make their next experience better than the one before.  Experience measurement isn't about one instance, it has to be measured overtime and as long as the trend line for experience is improving, I see that as a win!

Engagement - Getting engagement right is a tough.  People don't like to take surveys, or do they?  People don't care about offers, or do they?  People don't want to talk to anyone, or do they?  People don't like getting more emails, or do they?

We are tackling engagement in a few different ways.  We are bringing travel suppliers to the people in travel fairs and office visits.  We are sending targeted messages to get people information that is specific to them, their travel or their needs.  We are working on response times to traveler questions and issues.  Suppliers are working to understand travelers more and that is happening through engagement and data analytics.

No matter how you are tackling the E's noted above, I am excited that as an industry we are talking about them.  It's a game changer for corporate travel and a much welcomed one by the employees in our companies.  Let's remember, our job is to keep them going.  

Social Experiment, North Dakota Style

I have been travelling the last few weeks and thought I would try a social experiment to see how people react to what I am wearing in airports and cities around the US. 

Trip one, I wore a University of North Dakota sweatshirt.  The comments I received were geared toward their hockey program and the Fighting Sioux nickname controversy as well as one about the aviation program (from a pilot).  I had 4 comments total, which I thought was a good baseline. 

Trip two, I wore a University of Mary sweatshirt.  While in Marauder Blue and Orange, I received comments about the integrity of the school, how someone’s son went there and it was the most amazing choice for him and that is changed his life, and I also had a few people question where it was and was I instructor there.  I also had someone talk to me about the school’s leadership!  I had 6 comments total, which I found odd for a small Catholic college in ND, but it proves that school is making a name for itself and Monsignor James Shea is a rockstar! 

Trip three, I wore a North Dakota State University sweatshirt.  I was met with passing “horns up” signs in the airport (no words spoken.)  I had people talk about the football team and how they had been to a game in Fargo and how nice the fan base was.  I received comments about the “strength of the herd” and their travelling fan base.  I stopped counting at 9, but if I had to guess, it was probably close to a dozen people who commented on that choice of clothing. 

We have great schools here in the state that people are talking about outside our borders.  We have schools that offer world class programs in aviation, medicine, law, ethics, engineering, technology and agriculture to name a few.  We have a lot of be proud of in this state and it’s not about football or hockey, it’s about offering education options that make a difference.  I intend on wearing Lake Region State College on my next trip because as always, I keep going! 

More Tomorrows

A few weeks back, I wrote about how a small town came together to support my nephew with Cystic Fibrosis in his quest for a double lung transplant.  I am happy to say, Kyle got the call last week and today marks a week since the miraculous surgery happened.  Here is a timeline that I think is interesting, touching and amazing

 

Wed, Sep 4

5:29p – Kyle gets the call from the transplant coordinator telling him that the lungs have been located. 

5:50p – My phone rings, it’s my brother, but I was on a work call, so I ignore the call.  (Not Kyle’s dad, but another brother.)

5:55p – I get a text that says, “Kyle’s lungs are here!!”

9:51p – I meet Kyle’s parents as they stop for fuel in Fargo.  I am met with HUGE hugs and tears of excitement from both.  Send them on their way knowing surgery was schedule for Sep 5^th at 9:00a

 

Thu, Sep 5

8:43a – Kyle’s Dad texted to say “Just gave him hugs before going in.”  (Insert tears, prayers and more tears.)

12:10p – Text from Dad saying OR called and surgery going well and they are prepping for transplant. 

2:35p – Text from Dad saying that new lungs are in and working well. (Insert tears and prayers.)

4:45p – Doc visited Mom and Dad and said surgery went VERY well.  Kyle is in a sedated slumber for the night and resting well. 

 

Fri, Sep 6

Kyle had a good night under sedation and his first question via writing to his night nurse, “Did the Packers win?” meant he was totally aware!  The day continues with a lot going on. 

5:53p – We received a video of Kyle taking his first breath with his new lungs.  Yes, a day later, they removed his intubation and he was breathing on his own!  His parents were as excited to see that first breath as they were when he took his first over 31 years ago. 

 

Sat, Sep 7

Kyle went for a stroll in the ward. Amazing, up and walking less than 2 days post surgery. 

 

Sep 12

Kyle continues to get stronger every day and while he has months left for full recovery, he is on his way to more tomorrows

 

Why do I share all this?  Because miracles happen and I while I wasn’t there physically, I KNOW that it happened. 

 

Do we think this happened without tragedy?  No, and that is both difficult and inspiring.  Someone had to say goodbye so Kyle could have more tomorrows and we are forever grateful that the person and their family said yes to being a part of a miracle for our family and countless others.  I will never know anything about the person or the family, but I pray for them nonetheless. 

 

My message this week; We all want to make a difference in someone’s life.  I ask that each of you reading, seriously consider becoming a donor and maybe, just maybe, you will make a difference in someone’s life that you can’t imagine.  As Kyle enjoys another tomorrow, with tears in my eyes and a prayer on my lips, I keep going. 

Why Rita Visser

In less than a week, I will stand on stage in front of my peers in the industry and ask for their vote to represent them on the Global Business Travel Association Board of Directors.  In doing that, I think there are few things you should know about me that may help you make the decision.


1 - My family means the world to me.  What does that have to do anything we are talking about?  NOTHING, but I wanted it clear who comes first. 
2 - I work for Oracle and am blessed to have been with the company for 15 years (25 if you count the years I was with them on the agency side).  I have held a number of roles within the organization and I have an amazing team of people I get to work with everyday. 
3 - I LOVE this industry.  I love that in one minute I am talking about the new aircraft coming up, next I am talking about how connected cars are the future, then I move into a conversation on how online booking tools are evolving to meet the needs of travelers and end on how hotel inventory challenges in a certain city will impact the company!  That's all in one day!  Having been in this industry for 25 years....did I just type that?...I like to think I know something about almost everything but still have so much to learn. 
4 - I never start a project I can't finish.  Which is why I decided to run again.  There is work to be completed and I want to see initiatives through to completion. 
5 - I am a strategist.  I am the person in the room asking the, "then what?" question.  If people don't have an answer for the "then what?", I love working with them to create the "then what."  I enjoy thinking beyond what is now and I believe that will serve well on the Board of Directors.  GBTA is evolving and I can see the "then what" and want to work to get the association, the industry and most importantly, my peers to that place. 


I hope this has helped you to know more about me, convinced you to #VoteforVisser and that you are inclined to wear the ribbon below and support my journey.  If you have questions or would like to chat about anything, I am always available, so please reach out.  In the meantime, as always, I keep going. 

Convention Must See/Do List

GBTA Convention is less than 20 days away.  Everyone is working on their meeting schedules and social agenda.  I thought I would share my list of top 10 things to see and do this year during convention in order of when they are happening.  I hope you find this helpful! 

 

10 – WINiT – Saturday - This is will be the first WINiT Summit since the GBTA/WINiT acquisition and this one is one NOT to miss.  Amazing speakers on relevant topics like leadership, sales skills and brand building. 

• Meeting with Suppliers

9 – GBTA 5k Run/Walk – Sunday - With American Airlines, the walk will bring awareness to the issue of human trafficking.  Enjoy a Sunday morning stroll in the Windy City. 

• Meeting with Suppliers

8 – Sunday education sessions and Peer to Peer sessions.  With longer education sessions, these really get into the “how to” of many of the things going on in the industry.  Don’t miss out! 

• Meeting with Suppliers

7 – Education, Education, Education – With over 150 Education sessions, there is something for everyone. 

6 – Annual business meeting – Monday – There are many contested races this year and that will be your time to hear from the candidates who will help shape the future of GBTA.  I will be there and would appreciate your vote! 

5 – Hometown CEO Panel – Monday  - Some great CEO’s taking the stage. 

4 – Did someone say NDC?  There will be MANY education sessions on the topic and even a Center Stage discussion on the matter!  You won’t want to miss that one. 

3 – Arena Stage – Each Day - Some exciting announcements coming this year that you don’t want to miss! Speakers like Bob Costa, Andy Cohen and Ashley Judd will all have relevance to our industry, but you have to show up to see what they have to say!

2 – Trade show – Each Day - With an expansive trade show floor in Chicago, you will be able to meet with the newest and most innovative suppliers in the industry.  Wear good walking shoes because you won’t want to miss seeing any of them! 

• Meeting with Suppliers

1 – Networking – DAY and NIGHT, Start to finish - This is THE place where I find myself having many 5 minute conversations that form my thoughts, ideas and plans for the future!  Where else can you get that? 

Freedom

When people think of Independence Day in the US, they think fireworks, grilling out and a cold beer.  I know every country has their own way to celebrate their respective Independence Day and that is amazing.  However, I want to call to mind not HOW we celebrate, but WHAT we celebrate. 

 

Independence equals freedom and it means different things to different people.  For a Veteran, it’s the freedom for which they fought.  For a person with a diseases, it’s a few minutes out of the hospital and free from the watchful eye of the nurses.  For a teenager, it’s a trip away from their parents where they finally feel free.  For a person with an addiction, it’s freedom from that monster that is tearing them and their family apart. 

 

I think we are all looking for independence/freedom from something and  we should look for those and celebrate those whenever we find them.  As we embark on the Independence holiday, I want to wish everyone the freedom they are looking for and when you find it, share it, celebrate it and keep going!