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This document discusses how online business development can help hotels attract and engage customers. It describes how customers may initially find a hotel through an online booking aggregator site or specialty portal. They then research the hotel further by checking reviews on sites like TripAdvisor and looking at the hotel's social media pages. The document recommends hotels develop loyalty by offering additional engaging content like videos, games and communities on their website and social media platforms to attract customers and encourage direct bookings.
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Customer discovery path2
The document outlines a customer discovery path for finding a hotel:
1. Seeking hotel recommendations from friends on social media or by searching online for destinations.
2. Researching the destination by viewing information, videos, and getting community feedback on social media.
3. Comparing room, flight, and travel booking options, changing search terms as needed.
4. Potentially booking through sponsored search results, online travel agencies, or a hotel's direct website.
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Green final exam
OTA stands for online travel agencies that allow customers to book hotels and flights online through websites like Expedia and Booking.com. Direct bookings are when a customer books directly with a supplier like a hotel or cruise line without an agent. Last moment booking apps allow customers to book same-day hotels through mobile apps that sometimes offer discounts. Roomkey is a booking platform founded by major hotel groups that displays hotel information and reviews but books directly on the hotel website.
Exercice 3
The document discusses customer discovery paths for hotels. It provides an example path for a generic hotel of word-of-mouth raising awareness, then reviews and media for consideration, followed by visiting the website to make a purchase. The document then examines the digital touchpoints and social media presence of the Morgans Hotel Group, including links to their sites, blogs, careers page and magazine. It suggests a customer discovery path for this hotel group starting with public relations and online ads for awareness, followed by their blog for consideration and then purchase on the website, with community forums, promotions and social networks aiding retention and advocacy.
Tripadvisor
Este documento presenta información sobre el sitio web Tripadvisor. Describe que Tripadvisor es un sitio donde los usuarios comparten sus experiencias sobre servicios turísticos. Explica las funciones principales de Tripadvisor como publicar comentarios y reseñas, buscar alojamientos y vuelos, y obtener guías de ciudades. Además, detalla los beneficios que las empresas turísticas pueden recibir al participar en Tripadvisor.
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The document discusses managing your online reputation on TripAdvisor. It provides statistics on TripAdvisor's reach and influence, highlighting that reviews strongly impact travelers' decisions and can influence booking conversions and room rates. The document encourages businesses to actively engage on TripAdvisor by responding to reviews, using tools like Review Express to solicit feedback, and answering questions from potential guests. Regularly addressing reviews is correlated with higher average ratings and booking inquiries.
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TripAdvisor is a popular travel review website that sees over 40 million unique visitors per month globally. The document discusses how business owners can make the most of their TripAdvisor presence by optimizing their listing details, adding photos and videos, monitoring and responding to reviews, and using business listings to drive more direct bookings to their website. It provides statistics on TripAdvisor's large user base and examples of how other businesses have increased their bookings after engaging with TripAdvisor's tools.
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Customer discovery path2
The document outlines a customer discovery path for finding a hotel:
1. Seeking hotel recommendations from friends on social media or by searching online for destinations.
2. Researching the destination by viewing information, videos, and getting community feedback on social media.
3. Comparing room, flight, and travel booking options, changing search terms as needed.
4. Potentially booking through sponsored search results, online travel agencies, or a hotel's direct website.
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OTA stands for online travel agencies that allow customers to book hotels and flights online through websites like Expedia and Booking.com. Direct bookings are when a customer books directly with a supplier like a hotel or cruise line without an agent. Last moment booking apps allow customers to book same-day hotels through mobile apps that sometimes offer discounts. Roomkey is a booking platform founded by major hotel groups that displays hotel information and reviews but books directly on the hotel website.
Exercice 3
The document discusses customer discovery paths for hotels. It provides an example path for a generic hotel of word-of-mouth raising awareness, then reviews and media for consideration, followed by visiting the website to make a purchase. The document then examines the digital touchpoints and social media presence of the Morgans Hotel Group, including links to their sites, blogs, careers page and magazine. It suggests a customer discovery path for this hotel group starting with public relations and online ads for awareness, followed by their blog for consideration and then purchase on the website, with community forums, promotions and social networks aiding retention and advocacy.
Tripadvisor
Este documento presenta información sobre el sitio web Tripadvisor. Describe que Tripadvisor es un sitio donde los usuarios comparten sus experiencias sobre servicios turísticos. Explica las funciones principales de Tripadvisor como publicar comentarios y reseñas, buscar alojamientos y vuelos, y obtener guías de ciudades. Además, detalla los beneficios que las empresas turísticas pueden recibir al participar en Tripadvisor.
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The document discusses managing your online reputation on TripAdvisor. It provides statistics on TripAdvisor's reach and influence, highlighting that reviews strongly impact travelers' decisions and can influence booking conversions and room rates. The document encourages businesses to actively engage on TripAdvisor by responding to reviews, using tools like Review Express to solicit feedback, and answering questions from potential guests. Regularly addressing reviews is correlated with higher average ratings and booking inquiries.
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Ex3
- 1. Online Business Development Stephanie VALENZUELA MBA 2B Exercice 3.
- 3. • The customer researches on Booking aggregator site or Specialty portals for a hotel. • Check reviews on Trypadvisor, goes to the Facebook page, check rates on different OTA’s. • Sees what the hotel has to offer in addition: videos, games, communities… • Purchase • Engages and develoops loyalty for the brand
- 4. • It has a Twitter account, Facebook account, Google + account. • Reviews or comments are visible on the website (“What People Are Saying About Us”) • It has a blog (rogersmithlife.com) that has links to their RSS feeds, Twitter, Faceboof, Flickr, YouTube, a Calendar with special events, different interest communities of art, a collection of stories (experiences) promotions on fares,…. • Offers videos to watch experiences, stories, activities….
- 5. • Customer discovers the hotel on Flickr • Goes to Hotel blog and sees the communities of interest and the calendar with special events. • Looks for reviews and comments on Facebook and Twitter • Goes to website and watches the videos • Check offers and promotions • Book directly on hotel’s website