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Similar to Impact of Online Apps on the Hospitality Industry
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Impact of Online Apps on the Hospitality Industry
- 1. IMPACT OF ONLINE APPS
- 2. I, Me and my phone !
- 3. Approximately five billion mobile phone users across the globe
- 5. THE PRODUCT
- 6. What are we selling in the Hospitality business?
- 7. WE ARE SELLING EXPERIENCE!
- 8. THE IMPACT
- 9. Customers won’t wait and neither do they want to wait.
- 10. Customers increasingly prefer self-service over getting help from a company representative.
- 12. Customers expect intelligent & sophisticated services.
- 13. Customers on an average read seven reviews before selecting a hotel for leisure travel. A similar situation exists while ordering food locally.
- 14. Customers are constantly changing their definition of what constitutes an excellent experience The strategy to deliver excellent customer experiences involves how we treat our customers, both in the physical as well as in the digital world
- 16. With the Digital World increasingly garnering importance, the two worlds are intertwining. Therefore businesses need to understand customers better.
- 18. Success can only be delivered by the ability to deliver excellent customer experiences
- 19. Thank You
Editor's Notes
- If the mobile device is so important to us, imagine how dear are the apps sitting on it!. Because they make our mobiles what they are.
- A mobile phone today has become everyone’s first screen – for views, news all the information we seek and also all the wisdom/knowledge I wish to share. I am sure you would have also gone through this transition and more so because the younger one is, the faster is the adoption to technology.
- The mobile phone today is such a powerful tool that it is making and breaking lives of billions across the globe. To share some numbers that I looked up on my phone that there are close to 5 billion mobile phone users across the globe. And at a rough estimate at least 2 billion plus are smart phone users This is not the end, there are technologies that use voice today – to guide, misguide, inform, misinform users across the globe. As they grow more intelligent, they would start impacting it in the right way. I am sure there will be another session planned on that topic too in the near future.
- If the mobile device is so important to us, imagine how dear are the apps sitting on it!. Because they make our mobiles what they are.
- There is a topic to this talk today, but I do not have a title for my interaction with you. Because, in addition to sharing my experiences with you the objective is to learn from all of you.
- Apps – short for applications as we call them, have changed the way we interact with our world today. No wonder they have also impacted our businesses, which is topic of our discussion today. To understand this, lets look at what is the business we are in? Hospitality, Travel and Tourism – when we say we are an industry, what are we actually selling? Any answers?
- There is a topic to this talk today, but I do not have a title for my interaction with you. Because, in addition to sharing my experiences with you the objective is to learn from all of you.
- Fast service—Consumers don’t want to wait. It’s a changing expectation driven in part by the proliferation of mobile devices in recent years, and the Internet in the preceding years. “Mobile has produced a permanent sense of immediacy,”
- Consumers increasingly prefer self-service over getting help from a company representative. “Customers of all ages are moving away from using the phone to using self-service—web and mobile self-service, communities, virtual agents, automated chat dialogs, or chatbots—as a first point of contact with a company.” Each digital self-service channel reported growth while phone volume reported a 12% decline.2 This helps explain the popularity of airline and hotel self-service check-in and other recent developments in the industry.
- Hospitality consumers are increasingly interacting online Close to 60% bookings for travel made on the internet, with mobile phones accounting for most of these.
- Consumers expect more sophisticated service. This, too, is being driven by advances in technology and the service guests receive from companies in other industries.
- Online ratings & reviews matter.
- What constitutes an excellent experience personalized service, higher quality experiences, easy access etc. etc.
- Every successful hospitality company has a good understanding of how to deliver excellent customer service in the physical world. But each year, the digital world takes on more importance. And now the two are intertwined . More than 60% is thru the apps
- CONSISTENT SERVICE Consumers expect companies to deliver reliable service and communicate consistently at all touch points in the customer journey. With each visit to a property, a guest expects the same level of service, and familiar features and processes.