Business Travel News CT 100 2008 Resource Guide

company. My best educators are the travelers talking to each other. I learn more from my travelers than they could ever learn from me, and they learn more from each other. The only way to do that is to through 2.0 technology. The proof of that is the 24year-old Facebook CEO standing on stage this week, taking to millions of people about the social networking program that just took off. That will take off within your company so quickly and be so welcomed. Don’t be afraid of change management, because change will keep you growing. Hansen: Social networking is a huge part of the sustainability initiative. Blogs play a big role in letting each other know what is going on. BTN: Have you seen reluctance from your peers to embrace this? Lichtenstein: I’m still very surprised at how slowly this taking off. If you go to your personal life, if anyone in this room has children or if people are young enough—I know you have a Facebook page. BTN: Yes, I do. Lichtenstein: If I am going to hire this young man in my firm, I better know what a Facebook page is and know how to communicate with him internally. I’m fortunate to work at a company that develops the technology around it. One of the reasons I wanted this job was to be here now while it’s happening. If you are treating your program as a business and not just a ticket for someone getting on a plane, and you realize that the people getting on the plane are your business, then you will be invited to the executive table to discuss the next right thing, such as the green issue. Hansen: That’s right. The next generation is expecting these things. Lichtenstein: Social networking has become so easy to use, that it’s as easy as sending an e-mail today. Baby Boomers have to get over their fear and talk and listen to their audience about what to do next. We have to ask our people, what is it you need from me? Don’t be afraid to ask the question. BTN: The reluctance has been enabling the travelers to put their thoughts about the program onto the Internet. Lichtenstein: We actually put a team against the forum to answer them because 10,000 hits a month were pouring in. Instead of the travelers complaining about the program, now they’re our partners. I go out and say to them, how can I do this better? Don’t be afraid of the information that you get back , because without that information we’re never going to keep growing. It’s their information that makes me successful. BTN: It is more work, though. Lichtenstein: It’s different work. It’s more strategic work and less tactical. BTN: Right, but you have to be responsive. You can’t invite the comments and then not respond. Lichtenstein: You have to be responsive. You have to create different teams. Who would have a social networking team or a going green team five years ago? BTN: There are an awful lot of decentralized and partnership companies out there, as well as those from the entertainment business. What would your advice be to them about following in your footsteps, Pam? Witherspoon: Not to be afraid. Half of our company is this age. Don’t be afraid of looking to improve the technology already in place or bringing other technology in. The entertainment companies are very far behind as far as implementing technology is concerned because we still are focusing on the high-touch. ■ Business Travel News www.BTNonline.com September 8, 2008 BEST PRACTITIONERS 25 25 http://www.tudorhotelny.com http://www.tudorhotelny.com http://www.BTNonline.com

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