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20160511 LHMEU Bight Spots quality workshop Willem vd Zee & Ruud Janssen

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20160511 LHMEU Bight Spots quality workshop Willem vd Zee & Ruud Janssen

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20160511 LHMEU Bight Spots quality workshop Willem vd Zee & Ruud Janssen

  1. 1. bright spots Service design Willem van der Zee Ruud Janssen
  2. 2. bright spots 19 May 2016
  3. 3. bright spots 19 May 2016
  4. 4. | 0 | 01 Private and Confidential – Not for distribution in whole or in part without the express consent of Lapithus Quality results
  5. 5. | 0 Heartbeat scores
  6. 6. | 0 Review Scores IHG & Booking.com
  7. 7. | 0 Tripadvisor ranking
  8. 8. Unique monthly visitors* mobile travellers reviews & opinions Accommodations listed user contributions every minute traveller pictures Registered members App downloads RANKING Booking.com Qunar Agoda Expedia Yahoo! Travel Hotels.com larger than Expedia larger than Yahoo Travel The Largest Travel Site
  9. 9. Source: PhoCusWright’s “Custom Survey Research Engagement,” prepared for TripAdvisor. September 2012. Reviews influence traveler decisions 1616 of travelers usually or always reference TripAdvisor hotel reviews before making their selection 81% of travelers say they will not book a hotel that doesn’t have any reviews 53%
  10. 10. Source: “The Impact of Social Media on Lodging Performance.” Chris K. Anderson, The Center for Hospitality Research. Cornell University. December 2012. 30 Properties with stronger reputations across all channels perform better overall
  11. 11. Willem vd Zee If a property can increase its review score by one point (on a five-point scale) on OTA channels, it could increase its prices by about 11.2% and still maintain the same occupancy rates. User reviews can impact your bottom line 5 Source: “The Impact of Social Media on Lodging Performance.” Chris K. Anderson, The Center for Hospitality Research. Cornell University. December 2012.
  12. 12. Do Online Reviews Impact Booking? 12 of global travelers say their booking decisions are impacted by online reviews of global hotels say reviews are important for bookings 93% 96% The TripBarometer by TripAdvisor is based upon an online survey conducted in Dec. 2012 – Jan. 2013. A total of 35,042 people participated in the online survey from 26 countries spanning 7 regions. The sample is made up of 15,595 consumers and 19,447 businesses, making it the world’s largest combined accommodation and traveler survey.
  13. 13. EMBRACE FEEDBACK
  14. 14. 9 expressions 19 May 2016
  15. 15. eventmodelgeneration.com #EmpathyMap designed for: event name designed by: stakeholder: day month year version Download the Empathy Map to assess current & desired behaviour: www.eventmodelgeneration.com/empathymap pains fears frustrations obstacles gains “wants”/needs measures of success obstacles Source: adapted from Xplane pre-event post event what does (s)he SEE? environment friends what the market offers what does (s)he THINK & FEEL? what really counts major preoccupations worries & aspirations what does (s)he HEAR? what friends say what boss says what influencers say what does (s)he SAY & DO? attitude in public appearance behaviour towards others
  16. 16. EMBRACE FEEDBACK

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