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Welcome to the<br />THINK TANK IN<br />Friday, April 23, 2010<br />MBA 2 Full Time<br />Marina Guilleux<br />http://doria0...
Digital Development In Hospitality DDIH <br />This Think Thank was really great because we have overviews, questions and p...
The influence of internet & the hoteliers<br /> I learned that I have fake ideas on the luxury consumer & the<br />use of ...
 30% of the hoteliers has a media disconnection with the demand</li></ul>Luxury “Think:  represents TIME FOR REFLEXION, th...
Reviews & Revenue - guest speaker Mr Friedlander : ReviewPro.INC<br />Here the questions was: What is the relationship bet...
My question was: why the Online Reputation Management- ORM - isso important?<br /><ul><li>Can affect a business positively...
Improve customer satisfaction by gaining insights from consumers
Increase perceptions of your brand & product
Gain insights about your competitors and their clients
 Online affect directly the hotel sector in the area of : brand management , distribution, revenue, marketing, operations ...
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Digital developments in hospitality Think Tank - Last Episode -

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Digital developments in hospitality Think Tank - Last Episode -

  1. 1. Welcome to the<br />THINK TANK IN<br />Friday, April 23, 2010<br />MBA 2 Full Time<br />Marina Guilleux<br />http://doria06.blogspot.com/<br />
  2. 2. Digital Development In Hospitality DDIH <br />This Think Thank was really great because we have overviews, questions and professionals exchanges on new technologies topics in hospitality:<br />1. Luxury reframed<br />2. Reviews and Revenue<br />3. Augmented Reality + location based services<br />4. Mobile outlook<br />
  3. 3. The influence of internet & the hoteliers<br /> I learned that I have fake ideas on the luxury consumer & the<br />use of internet:<br />LUXURY CONSUMER PREFER THE INTERNETCHANNEL THAN THE DIRECT<br />SALE<br /> Unfortunately it’s not better from the hoteliers side:<br /><ul><li>65% of the hoteliers agree that Internet is the most influential channel
  4. 4. 30% of the hoteliers has a media disconnection with the demand</li></ul>Luxury “Think: represents TIME FOR REFLEXION, the intellectual value<br />Of the objects of art, nature, culture, our environment and the<br />people…”<br />Conclusion: Hoteliers have a lot of opportunity with technologies<br />and just have to be imaginative!!!<br />MORE REVIEWS= MORE TRUST= INCREASED SALES<br />
  5. 5. Reviews & Revenue - guest speaker Mr Friedlander : ReviewPro.INC<br />Here the questions was: What is the relationship between online<br />reviews & revenue impact/ What does a hotelier need to<br />manage?<br />My previous idea was that reviews may impact your business but<br />you don’t really know how? Or that is was really difficult to<br />Measure. The main problem was also that to check your OR<br />(online Reputation) you must have a lot of time to check all the<br />website.<br />Tanks to the Magical software of the company reviewPro you<br />can handle your ORM(Online Reputation Management)<br />http://www.reviewpro.com/index.htm<br />
  6. 6. My question was: why the Online Reputation Management- ORM - isso important?<br /><ul><li>Can affect a business positively & negatively
  7. 7. Improve customer satisfaction by gaining insights from consumers
  8. 8. Increase perceptions of your brand & product
  9. 9. Gain insights about your competitors and their clients
  10. 10. Online affect directly the hotel sector in the area of : brand management , distribution, revenue, marketing, operations & quality</li></ul>I realized that Online Review changes the buying process and<br />the factors that influence purchase decisions of the<br />consumer!<br />
  11. 11. Online reviews & ORM - figures -<br />65% people read reviews before booking (google analytics)<br />85% read from trip advisor, 44 % spend 8 hours in average to read reviews<br />85% of hoteliers believe that online review have a direct impact on the revenue<br />70% of the hotel track & manage their online reputation<br />This article confirms that Online hotel reviews are<br />the heart of any good reputation management<br />Strategy. You must proactively manage it!!<br />
  12. 12. Augmented Reality<br /> This tool is one of my favorites!!! It’s incredible to see<br />how you can be deeply castedin the place you are<br />located.<br />Think: The new concierge? What is it? What human services<br />providers does it replace?<br /> After discussing we realized that 1stthere is a destination<br />before a room, think about it when you are hoteliers,<br />integrate it on your website as an App.<br /> Augmented reality: Combination = virtual + reality + Geo localization<br />
  13. 13. Augmented Reality - advantages -<br /><ul><li> It’ s amazing to see what you can do with the Iphone app &</li></ul>the Augmented reality when you ‘re walking on the street:<br /><ul><li>You can see: subway station, houses selling, radar trap, bar displays…
  14. 14. You can adjust setting & get in direct more information </li></ul>Concerning the concierge it’s true that you can have a lot of<br />information with the augmented reality app but according to<br />me it should mix people & technology. The app will not totally<br />Replace the human.<br />Check out : Iphone App 1 // Iphone App 2<br />BMW<br />
  15. 15. Mobile Outlook<br /> There is no denying that the mobile phone will play an important role in the future of the hospitality industry and it’s actor has already start now!<br /> As an hotelier you can have a serious impact on the internet user, think about the creation of an application for your hotel! Why not!<br />What you can do for your customer with an app:<br /><ul><li>send guests exclusive offers
  16. 16. drive traffic to your hotel engine
  17. 17. share with other, recommended sites, reviews…
  18. 18. gallery tabs: quality image & videos, virtual postcard…
  19. 19. You have already the booking room app, & some people have already start with the CHECK IN APP and why the mobile phone will be not replacing key?</li></li></ul><li>Mobile Outlook - bis -<br /> If you want to create an app don’t forget this formula:faster, better uses interface, more features, easier navigation!<br /> Watch video : 1 / 2<br />App creation: ROI in the US: 1$ invest=44$ return<br />Benefits for hotels using mobile: connected with your guest before, during & after their stay<br />At the end of this Think tank I confirm that technologies<br />will be the future of the hospitality market. App, reviews, ORM,<br />mobile… you can’t ignore them anymore! However don’t forget<br />people which don’t even have a touch screen or a Smartphone.<br />This doesn’t mean that they have a low purchasing power.<br />

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