FINAL EXAM Online Hospitality BusinessDiane BOUISSOUMBA 2B
Location Based Services•Location-based services use the geo-localization functionalityof a mobile phone or smart phone to provide people withinformation and entertainment.•LBS can include mobile commerce when taking the form ofcoupons or advertising directed at customers based on theircurrent location.•One example: Foursquare free app , Use to share and savethe places you visit. When youre searching for a place orsomething to do, it gives you: personalized recommendationsand deals based on where you, your friends, and people withyour tastes have been.• Other examples: Google places, Gowalla, Foodspotting, My ton
Booking Aggregators Site• Aggregator sites run searches on numerous Web sites simultaneously, then link directly to the search results so you can purchase the fares within a click or two. The great advantage of aggregators is the ability to search dozens of airline Web sites, all at the same time, as well as one or more of the major booking sites.• Use an aggregator, like Kayak, to search for discount airfare, hotel, car, packages and even cruise prices.• In the travel biz, its still early in the game for full-blown comparison shopping across multiple vendors, but a few sites have emerged as the go-to leaders in the biz, which appears to be going by the name travel "aggregators"• Examples: Kayak, Skyscanner," Sidestep, Mobissimo, Qixo, and Yahoos new FareChaser
OTAs• An online travel agency specializes in offering planning sources and booking capabilities. It can be used to sell rooms, but also as an advertisement to reach customers you wouldn’t be able to reach directly.• Nowadays all people have internet access, thus the need for travel agencies has declined as the airline companies have started to sell products directly to the customers online. As a result, many agencies have started their own website with details of the travel information. These websites use high end technology travel solutions which help them to deal with the latest updates and details of thousands of hotels, flights and car rental services. Some of these websites also provide options that allow the users to compare flight and hotel rates with other companies.• Examples: Expedia, Booking, Orbitz, Opodo, Lastminute.com…
Booking Channels •Different way for the customer to book an hotel room.It includes: the hotel website the brand portal,social networks (facebook) reverse auction site (hotwire)OTAs mobile apps telephoneGDS.
Customer Engagement•It refers to the engagement of customers with one another,with a company or a brand.•The initiative for engagement can be either consumer- or company-led and the medium of engagement can be on or offline. Through social media this can be "liking" your page, visiting your page, comments on your content, reposts your content, follows your brand on twitter, signs up for a newsletter...•An Example: Joie de Vivre on Facebook 12000 likes, lots of customers’ comments and feedback, use of matchmaker to find the most adapted hotel
Customer engagement hierarchy
What is Skyscanner?• Skyscanner is a booking aggregator site specialized in travels and allows customers to find airline tickets at the best prices