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

1. bright spots
Service design
Willem van der Zee
Ruud Janssen

3. bright spots
19 May 2016

4. bright spots
19 May 2016

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Private and Confidential – Not for distribution in whole or in part without the express consent of Lapithus
Quality results

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Heartbeat scores

8. | 0
Review Scores IHG & Booking.com

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Tripadvisor ranking

10. 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

11. 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%

12. 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

13. 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.

14. 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.

15. EMBRACE FEEDBACK

16. 9 expressions
19 May 2016

17. 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

18. EMBRACE FEEDBACK