2014 Annual Hotel & Hospitality Benchmark Venuelabs LBMA

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Learn about mobile consumer behavior and feedback in the annual benchmark produced for the hotel & hospitality industry by Venuelabs, in cooperation with the Location Based Marketing Association.

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2014 Annual Hotel & Hospitality Benchmark Venuelabs LBMA

  1. 1. 2014 © 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality
  2. 2. © 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality
  3. 3. © 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality Smart phones have changed the way that your customers share their in- store experiences. WHERE IS MY MOBILE CUSTOMER? YOUR STORE LOCAL CHANNELS They’re local, social, mobile.
  4. 4. © 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality HOW DO MOBILE CUSTOMERS ENGAGE? 14
  5. 5. © 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality WHAT DO MOBILE CUSTOMERS SHARE? 65% 5% 71% 23% 81% 14% 74% 18% Positive Experiences Negative Experiences
  6. 6. © 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality Brand Percentage of Local Feedback Missed Wyndham Hotel Group 94% InterContinental Hotels 95% Marriot 91% Starwood Hotels & Resorts 99% Hilton 89% Hyatt 91% Fairmont 91% Red Lion 88% Swissotel 56% Omni Hotels 85% Hotels have not employed the tools & technology to “tune in” to their mobile customers. HOW MUCH IS BEING MISSED? THE AVERAGE RETAILER IS MISSING PERCENTAGE OF MOBILE CONSUMER FEEDBACK BEING MISSED – BY BRAND 88% Starwood InterContinental Wyndham Hyatt Marriot

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