Is Member Ownership a Credit Union “Missed Opportunity”?


By Robert McGarvey

It’s a loud, universal credit union mantra: we are not a bank, we are member owned.

Are they really?

Of course credit unions are not shareholder owned, nor are they owned by a proprietor so – sure – on paper they are are indeed cooperatives owned by their members.

But do they walk the talk?

These dark thoughts flooded my mind in a recent conversation with cooperatives researcher Nathan Schneider that resulted in a wide ranging podcast that, ultimately, to my ears is very optimistic about cooperatives, especially new kinds that are forming to serve new needs (platform co-ops and worker owned co-ops for instance).  

But at roughly the 15 minute mark Schneider said that many cooperatives drop the ball, with a loud thud, by not stressing that they are in fact a democratically run cooperative because that kind of structure will appeal to a new generation.

“It’s a missed opportunity,” said Schneider who then issued “a challenge to cooperatives to reinvigorate their democratic spirit.”

Credit unions, he’s looking at you.

In fact he said, “that goes for credit unions too.”

“They need to rediscover the power of democratic involvement in these businesses.”

Do you vote in the annual meeting at your credit union? I belong to two and, as I confessed to Schneider in the podcast, I have never voted in a credit union election. Never as in not once.

I am embarrassed by that but I also am sure I am the credit union norm. And that’s very wrong.

I have often voted in annual elections of publicly held companies because they send me a proxy statement.  They make it easy for me to vote. And so I have.

I don’t even know when my credit unions’ annual meetings are.  I know one is 2500 miles from me. The other is within 10 miles. But I don’t know where or when.

Do credit unions care about the dismal member involvement in governance – keeping in mind we are, per the mantra, member owners?

Nope.  

Schneider said that a recent annual meeting of a large Colorado credit union he belongs to, he counted around 30 members in attendance and so he asked the CEO what he was doing to increase member involvement.  The CEO’s answer: “Credit unions aren’t like that any more.”

“That’s a big problem,” said Schneider of the indifference to member involvement.

He stressed that member ownership is a huge differentiator from other financial institutions – and yet credit unions aren’t making the most of this difference.

Schneider concluded: “If your main differentiating factor is no longer important, that’s a problem.”

CUNA of course has its “Open Your Eyes to a Credit Union” campaign – where a central plank is member ownership – but what if that ownership adds up a big zero? What if?  (Listen to Teresa Freeborn on the CUNA campaign, which she chairs, in this podcast.)

This really is the game. Credit unions are local, they usually offer free checking and lower cost loans, and they are member owned – that’s the three part argument.  It’s a great foundation for a marketing campaign. But when member ownership is an unfulfilled promise, the argument crumbles.

Schneider is right.  Credit union boards and management need to get serious about raising member participation.  When members feel they have the same stake in a credit union that they would have in Chase if they banked there – zilch in other words – credit unions have blown it.

Set a goal. Double member participation in the next meeting. Double the number of votes.  Get more members posting about the credit union on Facebook. Let’s see the members acting as owners.

Make it a core business goal to dramatically up member participation. Boards can make this a key consideration in grading a CEO’s performance.

Some credit unions get this. Some allow voting by members online. Some even allow Facebook voting. Bravo.

There are ways to introduce 21st century voting into credit unions and thereby to up member participation.

Most credit unions don’t deploy such tools however. Annual meets are still in person only. In the 21st century! There’s the “missed opportunity.”

But every credit union needs to commit to dramatically upping member involvement in the democratic control of the institution.

Upping member involvement won’t come easily. But this is an obligation that can’t be ducked. Never forget: democratic member control is the 2nd of the Rochdale Principles. “Co-operative societies must have democratic member control. According to the ICA’s Statement on the Co-operative Identity, ‘Co-operatives are democratic organizations controlled by their members, who actively participate in setting their policies and making decisions.’”

That’s not hard to understand.

It may not be that easy to do.  But the doing is what will give credit unions a winning proposition.

Talk is cheap.

Democracy isn’t.

The Cooperators Podcast Episode 13 Nathan Schneider

“Everything for Everyone” – that’s the title of Professor Nathan Schneider’s book that looks at many kinds of innovative co-ops and it’s a book that gave me optimism that there just may be a bold, bright next act for cooperatives in the US.

In some ways co-ops look to have stalled – where are the new credit unions, the new grocery co-ops? There just aren’t many.

Does that mean the end is nearing?

Nope. Schneider in this podcast talks about wholly new energy for what he calls platform co-ops and also reimagined housing co-ops for instance.

He also is a big booster of purchasing co-ops which, he says, often provide significant benefits to their members but without winning much public notice for the good they do.

There’s also a lot of enthusiasm around employee ownership of businesses – worker-co-ops for instances – which, Schneider points out, won support from both Paul Ryan and Bernie Sanders and it is difficult to imagine them agreeing on anything else.

New times call for new kinds of co-ops and that is happening. Not always smoothly, not always easily, but it is happening.

Why aren’t there still more co-ops? A lot of this podcast is an exploration of the infrastructure requirements that will help enable more co-op formation and success. It can happen. And you’ll hear concrete ideas about the changes that should happen.

And co-ops just maybe can bring improvement to many areas of our lives.

Co-ops also faced what might be called PR problems in the cold war era, said Schneider. It was not a good thing to be seen as a cooperator which some believed was a step nearer Communism. But that stigma may be fading away.

And that may also help an ushering in of a boom era for cooperatives.

A word on format. This podcast started out on one medium – but after 15 minutes that signal vanished. Another 45 minutes were then recorded on a different channel. If you think you hear differences you are probably right. But the quality is good throughout. And the ideas are provocative.

Listen up.

Like what you are hearing? The Cooperators Podcast seeks sponsors and supporters to help us spread the word about cooperatives and how they often are the better way. Contact Robert McGarvey to find out what you can do to sustain this podcast.

Have Amex Points, Will Travel Upfront – Maybe Not


By Robert McGarvey

File this American Express innovation under not for me.

The travel press is abuzz that Amex has rolled out a new feature where you can spend your membership rewards points to bid for upgrades on your existing airline reservations.

According to Skift: “Twenty-one airlines including Air Canada, Qantas, and Singapore Airlines have partnered with Plusgrade and American Express to launch the product. Currently, no U.S.-based airline is part of the program, but several North American carriers participate.”

Of course you’re familiar with similar with the many airlines points programs you belong to.

But here’s the difference: Amex points still have a kind of value whereas airline points, as vividly documented in multiple columns by Joe Brancatelli, lose value just about daily. With airline points the wise soul burns ‘em as they are earned.

Amex points are a bit better.

I still have a stash of Amex points, hundreds of thousands, I don’t know how many because I don’t spend them.  I will and I have but I am stingy with them because they can rather easily be converted into plane tickets on multiple carriers, even for short notice travel (visiting ill friends and relatives for instance).  

Should I play with Amex’s upgrade offer?

It works like this: visit Upgrade with Points in the MembershipRewards page.  Select your airline, input your rez to see if it’s eligible, if eligible bid for the upgrade, twiddle your thumbs until you hear if the airline has accepted your offer.

The official Amex spiel is here.

Some journos like the Amex program. Said Godsavethepoints: “This is cool because it often works even when you’re traveling on the lowest priced economy fares, and sometimes the accepted bids can be super low. Now that Amex has partnered with Plusgrade, you don’t even have to bid using your cold hard cash, you can bid using your Amex points instead.”

Count me as not enthused about it however.

Sure, if you have time to kill (sitting in an airport lounge for instance) and feel mischievous, put in a bid of 1 membership reward point.  If the airline accepts it, pat yourself on the back.

But most – possibly all – airlines will have a minimum bid, just as they do for cash bidding schemes. They are not chumps and they won’t let us turn them into chumps.

That means very probably you will have to bid substantial chunks of miles and color me unpersuaded that this is a good use of those hard earned miles.  

Skift dug into the mechanics and reported back that “Reached for comment, a member of the team at American Express confirmed that through the program, 1,000 Membership Rewards points would equal $10 in upgrade credit. For a $400 bid, a reasonable offer for a short-haul upgrade, it would thus cost an American Express customer 40,000 points. Those same 40,000 Membership Rewards, however, could also be deposited into a frequent flyer account directly through a transfer partner and be used to book an economy or premium ticket (a one-way, first-class, domestic ticket on a legacy U.S. carrier typically costs 25,000 miles).”

Onemileatatime calculated that probably Amex cardholders who bid miles in this program would get a value return of “0.5-1 cents of value per point, which isn’t great.”

Nope, it isn’t. Onemileatatime calculates the value of an Amex mile at nearer 1.7 cents per mile and that is substantially more.

The Points Guy says he values Amex miles at two cents apiece.

Milestomemories gave its verdict on the scheme in its headline: “Amex Introduces New Program That Sounds Great But Offers Terrible Value.”

The verdict: Save your membership rewards miles for better, more generous uses.

CU2.0 Podcast Episode 33 Erin Coleman Filene on Thinking Big and Better

How long does it takes your credit union to respond to a mortgage application with a verdict?  Anything longer than 10 minutes just may be too long. Are you still in the game?

At Filene, Erin Coleman, senior impact director, mulls just that kind of question as she hunts for ways for credit unions to stay competitive in a landscape that is ever more perilous.

She also discusses the need for credit unions to involve more young people – as members, sure, but also as employees and as volunteers, even board members.

Then there’s the question of how far in the future you are thinking. A year or two isn’t good enough. Can you think five years out? Ten? Okay, what impacts do you think autonomous cars will have on credit unions – and know they are coming and they will impact you. Are you ready? Coleman talks about exactly that question here.

This is a wide ranging podcast but it just may help light a path to a successful tomorrow. Listen up!

Like what you are hearing? Find out how you can help sponsor this podcast here. Very affordable sponsorship packages are available.

Find out more about CU2.0 and the digital transformation of credit unions here. It’s a journey every credit union needs to take. Pronto

Solving the Airport Shoe Puzzle


By Robert McGarvey

Essentially since the rollout of the TSA pre-boarding security check I have wrestled with an issue that on the one hand seems mundane but at times has vexed me as much as the hardest logic problem ever.

What are the best shoes to wear to the airport?

Keep in mind, shoes have to be removed for ordinary TSA security checks – unless you are TSA Pre and a Pre line is operating and your carrier participates in Pre.

Sometimes I forget and show up at the airport wearing lace up shoes and then discover there is no Pre line and, what do I do, I uncomfortably get my shoes off (and the belt! And the computer out of my bag!) and then after passing through, there’s the reassembly process.  Awkward. Uncomfortable.

So for years I have been on a quest for the perfect shoes.

At last I found them. Quite by accident really. I bought them to serve an entirely different purpose and then it struck me that this was the answer to my airport dilemma.

For starters, I agree, completely, with this piece on the absolute worst airport shoes – flip flops. They have a superficial appeal – talk about easy on, easy off.  The good news ends there. You wear them sockless so when you take them off for the TSA, you are barefooted.

And they provide absolutely no support. None.  I find them uncomfortable to wear walking across my city apartment.  In some airports I log as much as two miles – going through security, trekking to a club, finding the boarding gate, etc.  Distances mount. At Kennedy a few months ago I wondered if my gate was in fact in Montauk, I walked so much.

Flip flops are fine to wear to the pool and, definitely, in a community shower room (as at an athletic club) – those are reasons I have a pair.  

But they are a really bad idea at the airport.

What about Birkenstock Arizona sandals? New York Magazine likes them a lot as airport shoes. I own a pair and I don’t like them much for the airport. The fit isn’t especially snug, it’s hard to walk fast in them (as in rushing to board), and I flat out believe the better airport Birkenstock is the Milano, with more strapping and a much more secure fit. I own a pair of Milanos too – but they are not my top airport pick.

Probably the runner-up. But not number one.

But I do disagree with the Points Guy’s comments: “Flip-flops and sandals pretty much break all the rules we’ve established so far, so don’t wear ’em. Well, yes, they do breathe, but they offer no support and don’t really function as a shoe in anyway except technically keeping the soles of your feet above the ground by a mere butter pat’s depth of rubber.”

That is, some sandals work.  Flip flops don’t. But let’s not ignore all sandals.

That’s all the more important because over many years I recognized that loafers too don’t really work.  They don’t have laces but the on and off can be tricky. Especially when you are in the rush we always are going through TSA lines.

If you have nothing else and don’t want to splurge on a pair of good airport shoes, by all means, travel in well broken in loafers.  They will probably be fine.

But here’s the better solution that I just discovered: Chaco Z cloud sandals – also for women – around $100 at REI, where I prefer to shop because it’s a cooperative with a good selection of clothes and shoes that wear well.

I got the idea listening to a podcast with Twitter ceo Jack Dorsey where he talked about daily power walks in San Francisco wearing athletic sandals.

I hadn’t even known that kind of shoe existed. But I was intrigued. I walk six miles every morning in Phoenix – on city sidewalks – and my feet and back take a beating.  I continually cycle through footwear.

I wasn’t immediately wowed by the brand of sandals Dorsey favors so I went to REI and explored walking/running sandals.  

I walked out with a pair of Chaco ZCloud sandals which permit wearing socks (and I want to wear socks on long walks).  I’ve logged about 50 miles in them over the past week and this morning it dawned on me that these are my ideal airport shoes.

A snug fit – good for fast walking.

Thick soles, good support.

Easy on, easy off.

Accommodate socks.

Would I wear them on a January business trip to Montreal? Sure, why not, it doesn’t snow in the airport and generally a taxi gets me right near the hotel door.  I’d pack other shoes for walking around town but the Chacos still could be my airport shoes of choice even in a snowy winter.

That’s my recommendation.

The Cooperators Podcast Episode 12 David Gill Marquette Brewing, Drink Up

by Robert McGarvey

Mark your calendar. Late June is when Marquette Brewing in Michigan is slated to open, making it one of around 10 cooperative breweries in the US.

That number isn’t big but just about all these co-ops have formed in recent years. It’s a growing sector.

Understand, Marquette is a small town, population maybe 25,000, in Michigan’s remote Upper Peninsula.  There’s not a lot of population to draw upon in forming a new co-op but over 200 have joined Marquette Brewing, ponying up $99 apiece.

All in the co-op has raised over $200,000.

An important takeaway from this podcast is how much help other co-operatives have given Marquette Brewing. The co-operative principles really work.

Another takeaway: the rich information board president David Gill shares about this co-op’s journey to opening. He gives what amounts to a how to blueprint.

Great stuff.  Drink up.

Listen to this podcast here.

Like what you are hearing? The Cooperators Podcast seeks sponsors and supporters to help us spread the word about cooperatives and how they often are the better way. Contact Robert McGarvey to find out what you can do to sustain this podcast.

Fintechs and Your Credit Union


By Robert McGarvey

Ignore fintechs at your peril.

And know that many, many credit union execs do ignore fitechs.

They wrap themselves in a security blanket where they believe they are safe because their deposit accounts come with NCUA insurance and smart consumers always go for insured accounts.

Or maybe not. Fintechs are making a big move that just may put many credit unions in the crosshairs.

In 2018 Quicken Loans overtook Wells Fargo as the biggest home mortgage originator and there is a classic for instance of a non bank triumphing.

Meantime, at Venmo over 40 million of us have used it to move money and that’s a prime example of a fintech gobbling up what would have been checks in decades past. Now it’s bits and bytes and a mobile app. A growing number of consumers simply do not make use of a traditional FI account except as a parking spot for deposits and a landing place for a Venmo account.  Millennials tell me they are paying their rent and many of them are continually hunting for still more places that accept Venmo. That has to scare a traditional banker.

Apple meantime has circled back into the fintech arena with Apple Card and know you will lose some members’ patronage of your credit card as they shift their loyalties to Apple’s.  They may continue to carry your card in their wallets but if it goes unused, what good is that?

Fintechs increasingly are biting off parts of the traditional FI pie that they deem especially tasty and lucrative.

And they may be leaving behind the tasks they deem labor intensive and low profit for traditional FIs to do.

What good is that kind of future especially when it is a future written for credit unions, not by them?

New Pymnts research enters to slap us in our faces: “just 6.5 percent of FIs in the study said they considered FinTech firms to be their competitors, far fewer than in 2017 (19.7 percent).”

How can that be? Financial institutions are losing the mortgage market – a traditional backbone of many community banks and credit unions – and they are losing it to non banks, which, incidentally, offer substantially better and faster technology and decision making.  Why wait a week for a credit union’s yea or nay on a mortgage app when a fintech will give its verdict in a matter of minutes.

There are more puzzlements in the Pymnts research.  For instance: “In 2018, it took longer to bring new features to market than in prior years. For 46.7 percent of those surveyed, it took seven to 12 months to launch innovations in 2018, compared to 33.3 percent only taking one month in 2017.”

We – clearly – are in a culture of now. That is why in the Apple Apps store there are continuous improvements in apps.  It’s ongoing. Except at financial institutions where “not broken” seems to equate to “good enough.”

FIs point to infrastructure issues as the culprit behind the delays: “In 2018, IT infrastructure was cited as the biggest barrier to innovation (37.8 percent). Community banks (45.6 percent) were far likelier to claim IT infrastructure as a hindrance than credit unions (CUs) at 35.1 percent or commercial banks at 32.4 percent.”

But that honestly is not good enough.  Fintechs aren’t burdened by infrastructure barriers and neither – in many cases – are money center banks with huge IT budgets.  Shrugging off infrastructure as an acceptable excuse for delays just may be pushing consumers to more fleet footed competitors.

A still more worrying observation about the future is here: “A report from Capgemini has found satisfaction is low in customers and banks need to up their levels of personalisation if they want to keep customers from turning to tech giants and fintechs.”

It gets worse: “According to Capgemini, 32.3 percent of customers would consider turning to large technology firms for financial products and services, especially as younger, more tech-savvy customers are looking for options that suit them most.”

So, how’s that ignoring fintechs working for you now?

How Credit Unions Can Win the Fees Fight

By Robert McGarvey

Want to pick a fight you should win? Everytime? Even when battling the biggest banks?

That’s a real probability for credit unions that pounce on an opportunity that could bring them notice of their generally lower fees by consumers hunting for a financial institution that clicks exactly that box.

Surf over to TrueFees and ponder the possibilities. Founder Ben Premo is building out a consumer facing search site where consumers in many cases would find their better deal will be a credit union and that is because Premo lets the consumer search for a financial institution by any of 10 different fees, from monthly service fees to overdraft fees, even foreign wire transfers.

Premo said that when he’s looked for that info on financial institution websites, maybe half of the banks he’s investigated did not post that info or if they did, it wasn’t readily visible.

Credit unions – most of which still offer free checking – are much more transparent about their fees or lack thereof.  But even credit unions may be less than forthcoming about fees for wire transfers, cashier’s checks, and similar.

So he set about building TrueFees where a consumer can input a zipcode and be shown the institutions with the best deals.

He also said he is looking for credit unions that want to partner with him, paying a fee only when a consumer actually opens an account.  There’s no charge to get entered into the database. “Truefees will bring exposure to financial institutions with low charges,” says Premo.

Right now, digital only banks are the primary players at TrueFees but Premo is insistent he wants to change that by adding info about more credit unions.

That is a possible way to change today’s playing field which is one where the big institutions generally win.

Most new checking accounts open at the predictable, mammoth institutions, the ones with big marketing budgets and lots of TV advertising.  Are they the best deal for an average consumer?

Absolutely not, certainly not for the 98% of us.  

At Chase, Total Checking costs $12 monthly. It can be free if the consumer maintains a checking balance that never dips below $1500, or $5000 in linked accounts (such as savings).  That sounds good until you remember that four in five of us say they live paycheck to paycheck.  You might as well tell them the minimum balance for free checking is $1 million.  They can’t manage $1500 any better than that million.

The consumer’s best chance at free checking with Chase is to arrange a recurring automatic deposit of at least $500 monthly. That will do it. But not everybody has an employer or similar willing to play along.  

So get ready to pony up $12 monthly.

At Affinity Federal Credit Union in New Jersey – where I do most of my checking – a checking account is free. No minimum balance required.  

At Chase the overdraft fee is $34.  Affinity charges $33.

But a growing number of digital banks and some credit unions, said Premo, charge nothing or a nominal fee for overdrafts.  If overdrafts are a personal problem, look for a provider with small or no fees and that’s where the TrueFees search tool will prove valuable.

Don’t be shy, either.  In 2017, overdraft fees paid by Americans hit $34.3 billion – that’s billions. It’s money that does not need to be spent.  (Grain Technology, by the way, has a tool that could absolutely end overdrafts. Hear the podcast here.)

Fee specificity, by the way, is an obvious hook for TrueFees: the consumer can drill down to exactly what fees interest him/her. Personally I have never wired money abroad so fees for that are inconsequential to me but for those who regularly wire money abroad – and I know people who do that to India, the Philippines, Mexico, and in years past, Ireland – it’s potentially easy to hunt for nearby institutions with attractive charges for foreign wires.

A plus for the consumer who uses TrueFees to find and open a new account is that TrueFees will put a $25 bonus in the consumer’s pocket.

Check out TrueFees. It just may be a smart way to find a game where credit unions are destined to win because most truly offer the better deal.

A CU2.0 podcast with Ben Premo where he talks at length about TrueFees posts in mid May 2019. Find it here.

CU2.0 Podcast Episode 32 Mike Edwards WOCCU on International Trends

Quick now, what country has the highest participation in credit unions? Say the US and you are wong. According to Mike Edwards, senior vice president for advocacy at the World Council of Credit Unions, it’s Ireland, north and south, where 70% belong.

In this podcast he tells why that participation is so high.

He also tells why many regulatory matters in the US in fact originate overseas – risk based capital, Bank Secrecy Act requirements, AML, and more got their start overseas and that is why Edwards spends much of his time monitoring and attempting to influence regulations overseas.

What happens in Basel does not stay in Basel.  It may and probably will wind up in the US.

Listen in. You’ll learn a lot in this podcast

Like what you are hearing? Find out how you can help sponsor this podcast here. Very affordable sponsorship packages are available.

Find out more about CU2.0 and the digital transformation of credit unions here. It’s a journey every credit union needs to take. Pronto

Hotel Reviews: Who Do You Trust?

By Robert McGarvey

New research via hotel CRM company Revinate makes multiple points about us and hotel reviews and the big takeaway is that there’s a new sheriff in town and you probably can guess who.

First, however, know that Revinate says there’s evidence our mania for filing reviews is diminishing. Noted Revinate: “The number of reviews published on review sites and OTAs continues to grow year-over-year, but there is some indication that the popularity of writing reviews may be waning. In 2018, travelers wrote nearly 95 million hotel reviews. While this number is staggering, the number of new reviews only grew by 8% in 2018, compared to 27% in 2017.”

The growth in the numbers of reviews may be slowing but the numbers remain staggering.

Revinate continued: “While the average number of reviews per month per hotel increased 6% in 2018, from 53 to 56, growth has slowed significantly. In 2017, we noted a 34% increase in reviews per month per hotel. This suggests that review growth is slowing across the industry.”

I choked on that. The average number of reviews per hotel per month now is 56!

Where the data get really interesting is in the counting up of where reviews appear. Big changes are afoot.

Regular readers will recall that I long was a fan of Tripadvisor – until I stopped in 2017 amid a flurry of accusations that Tripadvisor had deleted reviews claiming rapes and other major crimes and problems at hotels.  

Tripadvisor also has had issues with fake reviews.

And the service still has problems with reviews claiming rapes.

Frankly I did not have a suitable replacement for Tripadvisor. But now there is one: Google.

Google, by Revinate’s accounting, is now the 900 pound gorilla, garnering an industry leading 30.1 million reviews in 2018.

In second place is Booking.com with 28.3 million.

Tripadvisor is in third with 11.3 million.

Noted Revinate: “In 2017, the top 4 sites contributed 74% of the review volume Revinate analyzed. This year, a greater percentage came from just the top 3 sites. In other words, a few aggregators at the top are contributing the lion’s share of reviews—and those reviews are continuing to concentrate in fewer places.”

With review sites there’s an inevitability about the big getting bigger because the volume of reviews increases utility and validity.

But the story is Google which, out of nowhere, has vaulted into a leadership position. It makes sense. Many of us use Google multiple times every day. The last time I looked at Booking.com is, well, I don’t remember because I rarely use it.

Ditto Tripadvisor nowadays.

To get to either service I have to make a special trip.

Whereas Google is in the fabric of my every day.

I’m looking up San Francisco hotels where do I start the search anyway? Google of course. Up pops the Phoenix Hotel in the Tenderloin, a personal favorite neighborhood and an appealing price ($209).

Then there are the reviews which Google gathers up from multiple services and calculates an average score. The Phoenix is 4.3 out of a possible five.

Even better I don’t actually have to read any reviews because Google has read them for me.

If I want to read them, however, they are a click away on Google.

Meantime, Google also is winning over more of us who want to book rooms on Google – and why not? We’re on the site researching the hotels so why not make it one stop shopping and book there too?

As for Google and reviews, Revinate numbers show it is on a tear. In 2017 its reviews increased by 207%. In 2018 that dropped to 75%. Booking.com saw just a 10% bump up in 2018.

The bottom fell out at Facebook, incidentally. Per Revinate, “Facebook, which was #4 in 2017 and contributed 8.3% of reviews, dropped to the 6th spot and saw a 51% decrease in reviews.”

My bet: Google will solidify its lead in reviews in 2019. And it just may become our go to place for booking rooms too.

Is that good? Bad? What I can say is that it definitely is convenient and that is why Google is winning. It’s hard to see who can come along and offer more convenience. That’s why I say Google is undisputed champ. With no contenders in view.