The document emphasizes the importance of engaging customers throughout their travel journey to foster brand loyalty and differentiation. With the rise of mobile technology, consumers expect seamless interactions and personalized experiences across all touchpoints, including booking and customer service. It highlights key statistics on customer behavior and social media engagement in the hospitality industry, indicating a shift towards mobile strategies.

1. Learn more at:
hp.com/go/consumertravel
¹-
²Hospitality Net, ³Ericsson via Hospitality Net, ⁴Wall Street Journal , ⁵PhoCusWright via eMarketer, ⁶-
⁷-
⁸Millennial Media and comScore Inc.
via eMarketer, ⁹Forrester, ¹⁰Hospitality Technology, ¹¹Hospitality Technology via eMarketer, ¹²Tata Consultancy Services via eMarketer
©Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only
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Created July 2014
engagement&experience
It’sallabout
Engage your customer at every point in the travel journey and
provide the quality experience to make them a loyal customer.
Retain
your customer
Brand differentiation leads to customer loyalty. Appealing to the uniqueness of
individual traveler results in repeat purchases and brand advocates.
Consumers are talking about your products and services – are you engaged in
the conversation?
70%of customers take recommendations from their family or friends when
choosing a product, brand or business.⁹
97%of all tweets directed toward a brand go unanswered.¹⁰
98%of hotels have Facebook pages and 81%use Twitter.¹¹
39%of travel/hospitality companies have generated positive ROI on social
media.¹²
Empower
your customer
50billionestimated connected devices will be in circulation by 2020,
including laptops, tablets and smartphones – your customers are using these
devices to enable their travel journey.³
More and more customers are using their mobile device across the
entire travel journey – from booking to check-in to renting a car to reserving
local tours to making restaurant reservations
U.S. mobile travel bookings are expected to grow to more than
$39billionby2015.⁵
...
...
50%of travelers check flight prices and schedules via mobile devices.⁶
32%of travelers use their smartphone as a boarding pass for air travel.⁷
57%of travelers compare hotel prices and availability via mobile devices.⁸
Hotels are moving toward a mobile strategy where cell phones can be used as
room keys and guests can select rooms, check in and check out via smartphone
or tablet.⁴
Millennialswillbecomethecorecustomerwithinthehospitalityandtravel
industriesoverthenextfivetotenyears.¹
Yetnomattertheirage,consumersexpectfastbooking,check-in,WiFi&
responsetocustomerserviceneeds.²
To meet increased customer expectations, the hospitality industry must:
Recognize
your customer
1:1Drive 1:1 personalized
engagements
Provide context-aware
services – location,
preference, habit
Deliver continuity of
experience throughout
the journey
Supply “smart” relevant
data to facilitate
purchase decisions
Awell-executedcustomer-centrictravel
experienceconsistsofmanytouchpoints.
Recognizing your customer
and enabling a personalized
experience for each individual
traveler will drive brand
differentiation and create
customer loyalty.
the travel consumer
Engaging