An in-depth look at how the hospitality industry is evolving when it comes to social media, reputation and revenue management. By Kathick Prabu, general manager for Asia-Pacific at Tnooz.
The Art & Science of Converting Hotel Guests on Your Website Nancy Huang
Many travelers come and leave your hotel website. How can you motivate them to stay and convert?
It starts with understanding their mindsets and behaviors.
In this webinar, we’ll dive into consumer behaviors, audience segmentation, and the guest journey for booking direct on hotel websites. Using an array of techniques and technology, you can effectively influence your guest’s decision-making, forge deeper relationships, and drive more direct bookings.
Learn how to:
- Analyze your website data to segment your audience and uncover user behaviors
- Map out the guest journey for different types of buyers
- Showcase the value of booking direct to visitors every step of the way
- Incentivize conversion and retention by personalizing rewards
Interested in learning more? Contact our team for additional information.
Celebrate and Nurture Your Guests: Drive Loyalty Through a Personalized Journ...Nancy Huang
Delighting your guests with a personalized experience is crucial for increasing customer loyalty and revenue. But it’s easier said than done.
Hoteliers have to leap over many hurdles to create holistic customer profiles and implement marketing personalization at scale.
You need strategic partners by your side to make that happen.
In this webinar, experts from leading hospitality and hotel tech companies will share their insights and strategies on how to enhance customer loyalty. Learn more about:
- Why data is the lifeblood that powers personalization
- How to set a strong foundation for CRM & loyalty program integration to scale personalization
- Ways to identify and segment your best guests so you can strategically market to them
- How to actively engage your guests through marketing efforts and increase direct booking contribution
- Strategies for creating a more personalized and seamless booking experience on the hotel website
Interested in learning more? Contact our team for detailed information.
Gone were the days when hotel marketers use Facebook simply to promote brand awareness and engage fans. Nowadays, you have to go beyond growing "vanity" metrics such as likes and followers -- you're tasked to drive sales with Facebook ads.
How can you effectively and efficiently impact the bottom line while proving the ROI of Facebook ad spend to your boss? Consider Facebook Travel Ads for Hotels.
In this webinar, our digital marketing experts will share their insights and strategies on how to utilize this innovative ad product to convert more travelers. Learn more about:
-What makes Facebook Travel Ads such a powerful solution
-How to budget for Facebook Travel Ads within your total -marketing spend
-How to launch hotel ads and optimize your campaigns
-Success stories of effective ad copy and design that drive conversions
We will also share case studies illustrating how we helped several hotels decrease CPA and increase ROAS with enhanced targeting and tailored ads.
Watch the full webinar: https://try.traveltripper.com/facebook-travel-ads-for-hotels-webinar/
ReviewPro helps hotels listen to their customers more effectively so that they can deliver better guest experiences.
https://www.reviewpro.com/?partner=bookgreener
Native advertising is a specific form of online advertising where ads replicate the look-and-feel of their serving platform. In such context, providing a good user experience with the served ads is crucial to ensure a positive user experience and hence long-term user engagement. In this talk, I will describe work at Yahoo aiming at understanding the user experience on ads in the mobile context and building learning frameworks to identify and account for ads of low quality while ensuring a return of investment to advertisers.
Slides for the Invited Talk at BigData Innovators Gathering (BIG), co-located with WWW 2017, Perth 2017 (https://big2017.org). Earlier versions of this talk were given at various venues in London.
The Art & Science of Converting Hotel Guests on Your Website Nancy Huang
Many travelers come and leave your hotel website. How can you motivate them to stay and convert?
It starts with understanding their mindsets and behaviors.
In this webinar, we’ll dive into consumer behaviors, audience segmentation, and the guest journey for booking direct on hotel websites. Using an array of techniques and technology, you can effectively influence your guest’s decision-making, forge deeper relationships, and drive more direct bookings.
Learn how to:
- Analyze your website data to segment your audience and uncover user behaviors
- Map out the guest journey for different types of buyers
- Showcase the value of booking direct to visitors every step of the way
- Incentivize conversion and retention by personalizing rewards
Interested in learning more? Contact our team for additional information.
Celebrate and Nurture Your Guests: Drive Loyalty Through a Personalized Journ...Nancy Huang
Delighting your guests with a personalized experience is crucial for increasing customer loyalty and revenue. But it’s easier said than done.
Hoteliers have to leap over many hurdles to create holistic customer profiles and implement marketing personalization at scale.
You need strategic partners by your side to make that happen.
In this webinar, experts from leading hospitality and hotel tech companies will share their insights and strategies on how to enhance customer loyalty. Learn more about:
- Why data is the lifeblood that powers personalization
- How to set a strong foundation for CRM & loyalty program integration to scale personalization
- Ways to identify and segment your best guests so you can strategically market to them
- How to actively engage your guests through marketing efforts and increase direct booking contribution
- Strategies for creating a more personalized and seamless booking experience on the hotel website
Interested in learning more? Contact our team for detailed information.
Gone were the days when hotel marketers use Facebook simply to promote brand awareness and engage fans. Nowadays, you have to go beyond growing "vanity" metrics such as likes and followers -- you're tasked to drive sales with Facebook ads.
How can you effectively and efficiently impact the bottom line while proving the ROI of Facebook ad spend to your boss? Consider Facebook Travel Ads for Hotels.
In this webinar, our digital marketing experts will share their insights and strategies on how to utilize this innovative ad product to convert more travelers. Learn more about:
-What makes Facebook Travel Ads such a powerful solution
-How to budget for Facebook Travel Ads within your total -marketing spend
-How to launch hotel ads and optimize your campaigns
-Success stories of effective ad copy and design that drive conversions
We will also share case studies illustrating how we helped several hotels decrease CPA and increase ROAS with enhanced targeting and tailored ads.
Watch the full webinar: https://try.traveltripper.com/facebook-travel-ads-for-hotels-webinar/
ReviewPro helps hotels listen to their customers more effectively so that they can deliver better guest experiences.
https://www.reviewpro.com/?partner=bookgreener
Native advertising is a specific form of online advertising where ads replicate the look-and-feel of their serving platform. In such context, providing a good user experience with the served ads is crucial to ensure a positive user experience and hence long-term user engagement. In this talk, I will describe work at Yahoo aiming at understanding the user experience on ads in the mobile context and building learning frameworks to identify and account for ads of low quality while ensuring a return of investment to advertisers.
Slides for the Invited Talk at BigData Innovators Gathering (BIG), co-located with WWW 2017, Perth 2017 (https://big2017.org). Earlier versions of this talk were given at various venues in London.
Native advertising is a specific form of online advertising where ads replicate the look-and-feel of their serving platform. In such context, providing a good user experience with the served ads is crucial to ensure long-term user engagement. In this work, we explore the notion of ad quality, namely the effectiveness of advertising from a user experience perspective. We design a learning framework to predict the pre-click quality of native ads. More specifically, we look at detecting offensive native ads, showing that, to quantify ad quality, ad offensive user feedback rates are more reliable than the commonly used click-through rate metrics. We then conduct a crowd-sourcing study to identify which criteria drive user preferences in native advertising. We translate these criteria into a set of ad quality features that we extract from the ad text, image and advertiser, and then use them to train a model able to identify offensive ads. We show that our model is very effective in detecting offensive ads, and provide in-depth insights on how different features affect ad quality. Finally, we deploy a preliminary version of such model and show its effectiveness in the reduction of the offensive ad feedback rate.
There are the slides of our WWW 2016 paper. This is work with Ke (Adam) Zhou, Miriam Redi and Andy Haines.
Whitepaper - Four Keys to a Profitable Hotel Distribution StrategyDuetto
As the distribution landscape continues to evolve and complexities and costs grow, effective distribution and pricing strategies are more important than ever.
A successful distribution strategy must begin with a more acute understanding of customer acquisition costs by channel. From there, hotels must focus on driving and converting more direct bookings and maximizing revenue on every transaction across all channels
In this whitepaper you can learn four strategies to develop a profitable room distribution strategy for your hotel.
This is the presentation I gave as a webinar for SmartInsights annual Marketing Priorities BrightTalk summit, 11 January 2013. In it I discuss how B2B marketers need to master the basics before investing time and effort in promotion, driving traffic and building community. The webinar is available on Bright Talk here https://www.brighttalk.com/webcast/8551/63869
Promoting Positive Post-click Experience for In-Stream Yahoo Gemini UsersMounia Lalmas-Roelleke
Click-through rate (CTR) is the most common metric used to assess the performance of an online advert; another performance of an online advert is the user post-click experience. In this paper, we describe the method we have implemented in Yahoo Gemini to measure the post-click experience on Yahoo mobile news streams via an automatic analysis of advert landing pages. We measure the post-click experience by means of two well-known metrics, dwell time and bounce rate. We show that these metrics can be used as proxy of an advert post-click experience, and that a negative post-click experience has a negative effect on user engagement and future ad clicks. We then put forward an approach that analyses advert landing pages, and show how these can affect dwell time and bounce rate. Finally, we develop a prediction model for advert quality based on dwell time, which was deployed on Yahoo mobile news stream app running on iOS. The results show that, using dwell time as a proxy of post- click experience, we can prioritise higher quality ads. We demonstrate the impact of this on users via A/B testing.
Friendly, Appealing or Both? Characterising User Experience in Sponsored Sear...Mounia Lalmas-Roelleke
Many of today’s websites have recognised the importance of mobile friendly pages to keep users engaged and to provide a satisfying user experience. However, next to the experience provided by the sites themselves, advertisements, when clicked, present users with landing pages that are not necessarily mobile friendly. We explore what type of features are able to characterise the mobile friendliness of sponsored search ad landing pages. To have a complete understanding of the mobile ad experience in terms of layout and visual appearance, we also explore the notion of the ad page aesthetic appeal. We design and collect annotations for both dimensions on a large set of ads, and find that mobile friendliness and aesthetics represent different notions.
We perform a comprehensive study of the effectiveness of over 120 features on the tasks of friendliness and aesthetics prediction. We find that next to general page size, HTML, and resource usage based features, several features based on the visual composition of landing pages are important to determine mobile friendliness and aesthetics. We demonstrate the additional benefit of these various types of features by comparing against the mobile friendliness guidelines provided by W3C. Finally, we use our models to determine the state of landing page mobile friendliness and aesthetics on a large sample of advertisements of a major internet company.
These are the slides of work presented at WWW 2017 in Perth:
M. Bron, M. Redi, F. Silvestri, H. Evans, M. Chute and M. Lalmas. Friendly, Appealing or Both? Characterising User Experience in Sponsored Search Landing Pages, 26th International World Wide Web Conference (WWW 2017), Industrial Track, Perth, Australia, 3-7 April, 2017.
Explanations for the various aspects of an overall internet and digital marketing strategy, including search engine marketing, social media marketing, conversion-focused web design, email marketing, mobile marketing, and web analytics.
The Future of Customer Engagement - Rusty WarnerAlterian
Campaign execution is dead, customer engagement is alive!
These slides guide you through the success stories and pitfalls of accomplishing true customer engagement with a well defined customer data & analytics strategy.
Particular areas covered are:
• Where is marketing headed?
• How do we get there?
• Who is doing it right?
• What if you get it wrong?
• How do you measure success?
Native advertising is a specific form of online advertising where ads replicate the look-and-feel of their serving platform. In such context, providing a good user experience with the served ads is crucial to ensure long-term user engagement. In this work, we explore the notion of ad quality, namely the effectiveness of advertising from a user experience perspective. We design a learning framework to predict the pre-click quality of native ads. More specifically, we look at detecting offensive native ads, showing that, to quantify ad quality, ad offensive user feedback rates are more reliable than the commonly used click-through rate metrics. We then conduct a crowd-sourcing study to identify which criteria drive user preferences in native advertising. We translate these criteria into a set of ad quality features that we extract from the ad text, image and advertiser, and then use them to train a model able to identify offensive ads. We show that our model is very effective in detecting offensive ads, and provide in-depth insights on how different features affect ad quality. Finally, we deploy a preliminary version of such model and show its effectiveness in the reduction of the offensive ad feedback rate.
There are the slides of our WWW 2016 paper. This is work with Ke (Adam) Zhou, Miriam Redi and Andy Haines.
Whitepaper - Four Keys to a Profitable Hotel Distribution StrategyDuetto
As the distribution landscape continues to evolve and complexities and costs grow, effective distribution and pricing strategies are more important than ever.
A successful distribution strategy must begin with a more acute understanding of customer acquisition costs by channel. From there, hotels must focus on driving and converting more direct bookings and maximizing revenue on every transaction across all channels
In this whitepaper you can learn four strategies to develop a profitable room distribution strategy for your hotel.
This is the presentation I gave as a webinar for SmartInsights annual Marketing Priorities BrightTalk summit, 11 January 2013. In it I discuss how B2B marketers need to master the basics before investing time and effort in promotion, driving traffic and building community. The webinar is available on Bright Talk here https://www.brighttalk.com/webcast/8551/63869
Promoting Positive Post-click Experience for In-Stream Yahoo Gemini UsersMounia Lalmas-Roelleke
Click-through rate (CTR) is the most common metric used to assess the performance of an online advert; another performance of an online advert is the user post-click experience. In this paper, we describe the method we have implemented in Yahoo Gemini to measure the post-click experience on Yahoo mobile news streams via an automatic analysis of advert landing pages. We measure the post-click experience by means of two well-known metrics, dwell time and bounce rate. We show that these metrics can be used as proxy of an advert post-click experience, and that a negative post-click experience has a negative effect on user engagement and future ad clicks. We then put forward an approach that analyses advert landing pages, and show how these can affect dwell time and bounce rate. Finally, we develop a prediction model for advert quality based on dwell time, which was deployed on Yahoo mobile news stream app running on iOS. The results show that, using dwell time as a proxy of post- click experience, we can prioritise higher quality ads. We demonstrate the impact of this on users via A/B testing.
Friendly, Appealing or Both? Characterising User Experience in Sponsored Sear...Mounia Lalmas-Roelleke
Many of today’s websites have recognised the importance of mobile friendly pages to keep users engaged and to provide a satisfying user experience. However, next to the experience provided by the sites themselves, advertisements, when clicked, present users with landing pages that are not necessarily mobile friendly. We explore what type of features are able to characterise the mobile friendliness of sponsored search ad landing pages. To have a complete understanding of the mobile ad experience in terms of layout and visual appearance, we also explore the notion of the ad page aesthetic appeal. We design and collect annotations for both dimensions on a large set of ads, and find that mobile friendliness and aesthetics represent different notions.
We perform a comprehensive study of the effectiveness of over 120 features on the tasks of friendliness and aesthetics prediction. We find that next to general page size, HTML, and resource usage based features, several features based on the visual composition of landing pages are important to determine mobile friendliness and aesthetics. We demonstrate the additional benefit of these various types of features by comparing against the mobile friendliness guidelines provided by W3C. Finally, we use our models to determine the state of landing page mobile friendliness and aesthetics on a large sample of advertisements of a major internet company.
These are the slides of work presented at WWW 2017 in Perth:
M. Bron, M. Redi, F. Silvestri, H. Evans, M. Chute and M. Lalmas. Friendly, Appealing or Both? Characterising User Experience in Sponsored Search Landing Pages, 26th International World Wide Web Conference (WWW 2017), Industrial Track, Perth, Australia, 3-7 April, 2017.
Explanations for the various aspects of an overall internet and digital marketing strategy, including search engine marketing, social media marketing, conversion-focused web design, email marketing, mobile marketing, and web analytics.
The Future of Customer Engagement - Rusty WarnerAlterian
Campaign execution is dead, customer engagement is alive!
These slides guide you through the success stories and pitfalls of accomplishing true customer engagement with a well defined customer data & analytics strategy.
Particular areas covered are:
• Where is marketing headed?
• How do we get there?
• Who is doing it right?
• What if you get it wrong?
• How do you measure success?
How technology is revolutionizing the customer experience in travelKevin May
Think you know the tech-led customer experience in travel from A to B?
On this FREE webinar, Tnooz and Amadeus take you on the traveler’s journey from the planning stages to the booking, transportation and completion phases.
We’ll discuss the tools customers want, the connections to their traveling experience they expect and examples of how the industry is meeting those customer expectations.
Panelists for the webinar are:
Alix Arguelles, VP online account management and consulting services, Amadeus
Cheryl Reynolds, manager for distibution and sales planning, Virgin America
Stephen Joyce, CEO, Rezgo
Kevin May, editor and moderator, Tnooz
Gene Quinn, CEO and producer, Tnooz
Creating Destination Engagement with FacebookTroy Thompson
Facebook is at the top of every marketer's strategy list, the only problem is most do not know where to start. What do I say? Who posts our updates? What about negative feedback?
Troy Thompson walks you through everyone's favorite social site with 28 tips, tricks and tactics to market your destination, hotel or attraction via Facebook.
Originally presented to a local hospitality organization (hotel folks!) in Denver, this presentation covers basic Facebook marketing strategy, communication, Facebook Places and tactics for power users.
Thousands of companies, organizations and destinations are turning toward social media for promotion, communication and a secret desire for easy marketing success. But, is it working? Do you understand why some social campaigns succeed, where others fail? How are you measuring success? Troy Thompson of Travel 2.0 Consulting removes the hype for a frank and honest session about social media marketing.
Understanding virtual credit cards for travel suppliersKevin May
A virtual credit card offers a secure payment method by which online travel agents pay their suppliers, such as hotels, car rental agencies or tour operators.
It provides global supplier acceptance via their existing credit card terminals (accepting MasterCard credit cards). Each authorization request is evaluated against a range of transaction controls that provides additional security, but can also generate processing complexities.
During this session we will discuss the challenges associated with authorization data processing and offer best practices to improve supplier acceptance.
Due an increase in call volume at OTA call centers, WEX uncovered several inefficiencies and challenges with system integrations between the OTAs and resorts with the VCC payment.
WEX is currently working on minimizing these challenges in partnership with our clients. During this FREE webinar, Lior Collins will provide insight on some of the interface integrations Kerzner International Resorts has implemented at Atlantis and One and Only Resorts.
Learn about Kerzner’s internal IT development of virtual card acceptance tools for the company’s property management systems.
Panelists for the webinar are:
Nicole Tackett, manager, global product and marketing, WEX Virtual
Deena Jones, senior product manager for travel, WEX Virtual
Lior Collins, director of application support, Kerzner International Resorts
Kevin May, editor and moderator, Tnooz
Gene Quinn, CEO and producer, Tnooz
The world of hotel searching and shopping is evolving…
This FREE webinar by Tnooz and Travelport will demystify how metasearch relates to the hotel industry and clarify the opportunities and challenges in this ever-evolving and cutting-edge business model.
Webinar presenters are:
Max Rayner – partner, Hudson Crossing
Doug Aley - VP of product and corporate development, Room 77
Tracie Carillo – global head of hospitality sales, Travelport
Kevin May - editor and moderator, Tnooz
Gene Quinn – CEO and producer, Tnooz
Elevate the Customer Journey - Hotel ExperienceYuki Chow
A comprehensive strategy planning deck for Homewood Suites (The extended-stay hotels under Hilton). Based on current brand assessment and customer experience prototyping, I recommended 3 core strategies and 6 concepts to enhance the customer experience.
Questions, comments and feedback are all welcome!
Thousands of companies, organizations and destinations are utilizing Facebook as a major part of their social media marketing strategy, but are all of these likes and wall posts leading to conversions or falling on deaf ears? 'Measuring the Impact of Facebook' takes you through the known Facebook universe, reviews what you can and what you should track, plus explains how to report on your Facebook strategy.
If you are using Facebook for marketing, you can't miss this presentation.
WEBINAR VIDEO: Cornell/Revinate study of how to improve your TripAdvisor rank...tnooz
One of the most important initiatives for hotels today is to move up in ranking on TripAdvisor and increase visibility on the world’s largest travel site.
A recent study conducted by Cornell and Revinate, the leading guest feedback and engagement platform, unveiled one simple way for hotels worldwide to improve on TripAdvisor.
This Tnooz and Revinate webinar explored:
The full results of the study, and how encouraging guests to share feedback on TripAdvisor drives significant gains in a property’s performance on TripAdvisor and even increased occupancy. For example, properties using Revinate Surveys solution, which encourages guests to write reviews on TripAdvisor, experienced a 3X average increase in review volume.
How hotels can capitalize on additional revenue opportunities with increased occupancy
Results of related research on the revenue impact of responding to reviews (responding to all positive reviews might actually be detrimental!)
Broader strategies to encourage direct, repeat bookings and build deeper relationships with guests
Panelists for the free, hour-long webinar were:
Chris Anderson, associate professor, Cornell School of Hotel Administration
Brian Payea, head of industry relations, TripAdvisor
Gene Quinn, CEO and producer, Tnooz
Glynis Esmail, VP marketing, Landmark Hotels Group
Tara Peterson, corporate marketing coordinator, IDM Hospitality
Kelly Robb, director of market intelligence, Revinate
Sean O'Neill, editor-in-chief and moderator, Tnooz
Who should watch?
Hotel general managers
VPs and directors of marketing
VPs and directors of operations
Corporate marketing directors
C-level executives
This free webinar took place on Tuesday 12 July 2016.
ORM, ReviewPro and EbuzzConnect Comparison.
The relationship of ORM and social media and how would you use ORM in your hotel website, in your social publishing? Maximize UGC?
Best practice in online reputation management for hotelsAvvio
The impact of online reviews and user-generated content has significantly impacted the travel industry, and it has never been more important to monitor and manage your reputation online. The hospitality industry needs to adjust the way they do business in order to benefit from this trend. In our November Avvio webinar we will cover a range of topics related to running an effective reputation management program for your hotels. Our guest presenter for this session is Josiah MacKenzie from ReviewPro
Online reviews are an important tool that helps consumers decide regarding a purchase of a product or a service.
Today, more than ever, digital reviews are everywhere and it seems that most of the consumers read online reviews before making a purchase decision.
According to BrightLocal survey, 91% of US consumers ‘regularly’ or ‘occasionally’ read online reviews. Online reviews also increase trust in a business, as long as the reviews are positive: 74% of customers say that a positive review makes them trust a business more, while 60% say a negative review makes them question the quality of a business. Usually consumers will stop looking for another business after having read positive reviews.
Online reviews are used for various types of businesses. Restaurant / café is the most common segment in which people use online reviews before deciding, with 60% of consumers saying that they had read online reviews for this segment. Hospitality comes next, with 40%, and Medical / healthcare comes third with 31%. According to Schieber Research, these numbers are expected to rise significantly for every industry with the integration of reviews into search engines and with companies increasingly encouraging consumer to write reviews, it would be almost impossible to make a decision without reading reviews first.
Localyser is the Middle East’s first local social media monitoring and engagement tool that helps restaurants, cafes, bars, spas, and F&B-centric hotels manage their locations’ ratings and reviews from across the Internet. From one single interface you can quickly respond to reviews, improve operations, and engage customers to obtain positive reviews that helps your outlets rank higher on search engines & maps. Find out more at http://bit.ly/sps_hotels_localyser
Curious about the future of hospitality marketing and distribution? This presentation to HSMAI's Washington, DC chapter explains why the future of hospitality marketing for independent hotels and brands alike starts this year.
Whether good or bad, online reviews are a critical factor in the consumer’s path to purchase, across various industries. This presentation reviews the importance of online reviews, who writes them and why, the nature of them etc.Enjoy reading!
Within the last few years Social Media Marketing has continued to grow exponentially. While participating in social media used to be optional, it has now become a key channel for business to engage their consumers in. Connie Bensen explores 8 key areas where brands can harness social media marketing.
Turning Customer Reviews Into Real RevenueTrustpilot
Join Trustpilot and Zendesk for a webinar with tips on how to handle customer feedback and leverage it, in the form of reviews, to increase sales. You will hear from Skyscanner, a mutual customer of Trustpilot and Zendesk, who will walk through how they’ve optimized their processes for handling customer reviews, improving customer satisfaction and their overall reputation.
Do the sums: travel reviews + data analysis = better experiencesKevin May
The data from travel reviews is powerful stuff; not only for hoteliers who want to manage their hotel’s reputation, but also for destinations, OTAs, metasearch players and other travel websites.
Data-driven intelligence helps personalize the user experience and inspire travelers’ decisions using wisdom and insights from other travelers.
This FREE webinar by Tnooz and TrustYou will outline the impact of reviews and big data on the travel industry and discuss what this means for your business in 2014.
Webinar presenters are:
Alan Young, SVP marketing and strategic partnerships, TrustYou
Brian Payea, head of industry relations, TripAdvisor
Donna Quadri-Felitti, clinical associate prof of hospitality and tourism management at NY University, Tisch Center for Hospitality, Tourism, and Sports Management
Kevin May, editor and moderator, Tnooz
Gene Quinn, CEO and producer, Tnooz
Big Data, customer analytics and loyalty marketingKevin May
Want to improve the customer experience while optimizing customer service, marketing spend and wallet share?
In this FREE webinar from Tnooz and IBM, attendees learn the benefits of big data analytics including:
Developing persona-level customer segmentation.
Improving products/services launches.
Optimizing return on marketing spend.
Utilizing social media analytics.
Webinar presenters are:
Kurt Wedgwood – information agenda consultant for travel and transportation, IBM
Tzaras Christon – executive vice president for growth, Aginity
Kevin May - editor and moderator, Tnooz
Gene Quinn - CEO and producer, Tnooz
Discovering traveler intent through search and socialKevin May
Don't believe the hype - organic search is not dead after all. The reality is that search marketing and optimisation is simply evolving, especially for the travel industry.
Tnooz and RKG (Rimm Kaufman Group) came together to look at the rise of social and search as disciplines which should be considered as one, rather than left to reside in their own silos.
The 60-minute webinar covers the evolution of organic search, how to understand your audience, unravelling the mounds of data about users, theories around content marketing and how the worlds of search and social can be combined effectively.
Panellists for this webinar:
Ryan Gibson, EVP marketing strategy, RKG
Sarah Kennedy Ellis, director, Sabre Labs
Kevin May, editor and moderator, Tnooz
Gene Quinn, producer and CEO, Tnooz
Why up-selling in travel is key to long-term revenue growth and loyaltyKevin May
Is the best time to present ancillary offers to guest really at the time of booking? Or should suppliers work harder to anticipate buying decisions to make real-time, personalized offers when consumers make a purchase?
Big Data is transforming into decision analytics that enables travel suppliers to increase revenue and drive lasting loyalty by making up-sell and cross-sell offers to customers throughout the trip life-cycle, from booking through the trip’s completion.
What must travel suppliers do to ready their organizations to generate, in real-time, the right offer at the right time to the right person?
Tnooz and Nor1 presented a FREE webinar to look at the evolution of up-selling, the impact of mobile and who will win the battle for the consumer’s loyalty and travel dollars.
The webinar will address these and other audience questions:
How can a hotel company enhance its initiatives to drive incremental revenue by being data-driven?
What is the key to knowing what a traveler would be willing to pay for on top of an existing booking?
What should be avoided in order to ensure a traveler doesn’t feel his privacy is in question?
Panelists for this FREE webinar were:
Jason Bryant, Founder and co-CEO, Nor1
Henry Harteveldt, travel industry analyst, Hudson Crossing
Kevin May, editor and moderator, Tnooz
Gene Quinn, CEO and producer, Tnooz
State of the online travel industry - Blueglass Breakfast BriefingKevin May
Tnooz editor Kevin May spoke to a group of travel digital marketers, bloggers and others at an event in London in August 2013 - discussing changes affecting the travel industry around distribution, marketing, devices and social.
Airline ancillaries: What is working in today’s marketplaceKevin May
New airline ancillary products and the technology and processes behind them are a fascinating and vital part of how the travel industry is evolving.
Three innovative travel brands share insights about recently released capabilities and the best practices for integrating these services into a managed travel program.
On this 60-minute webinar, you’ll hear how airlines are enhancing their products and learn from industry practitioners about what it takes to actually bring them to market.
Technology providers, travel suppliers, travel agencies, and travel buyers should bring their questions and comments for this interactive sessions with our panel of experts.
Featured presenters:
Shelly Terry, Vice President, Sabre Travel Network
Aldo Ponticelli, Vice President Distribution, Alitalia
Liz Mandarino, President, World Travel Inc
Kevin May, Editor & Moderator, Tnooz
Gene Quinn, CEO & Producer, Tnooz
Learn from e-payments experts at WEX Bank, Expedia and HotelTonight who will discuss how single-use virtual accounts can help drive efficiencies in the payment and settlement process for OTAs, traditional agencies and tour operators.
Topics include:
domestic and global adoption trends and drivers
tips from inside Expedia and HotelTonight implementations
choosing the right partner and best solution
Panelists for this FREE webinar are:
Monica Fallo, WEX Bank, director US sales
Chris Richter, Expedia, senior project manager
Jared Simon, HotelTonight, COO
Kevin May, Tnooz, editor and moderator
Gene Quinn, Tnooz, CEO and producer
App explosion: how B2B apps reinvent travel and create new servicesKevin May
It’s no secret that B2C apps have connected travellers in new and rewarding ways. But it may not be as apparent that B2B apps are quickly reshaping the technology and service behind travel.
Learn more about a growing market for B2B apps and the technology behind the Sabre Red App Centre.
See examples of travel apps and also hear first-hand from the winner of the 2012 Sabre Red Appy Awards, about how they are tapping new markets worldwide with an innovative new travel app for agents.
Panellists for this webinar were:
Chip Gordon, marketing director, Sabre Travel Network
Doug Anderson, chief product officer, Limos.com
Smartphones and tablets … constant connectivity and mobility … these devices and trends have a massive impact on the lives of every business and leisure traveler.
But what has the industry learned since the idea of the always-connected traveler became the norm?
Where are the next opportunities for the travel industry in the mobile space?
And, perhaps most important of all, what are the rapidly evolving expectations of on-the-go customers as they interact more with travel brands via mobile devices?
Panellists:
Bill Loller, vice president of mobile product management, Tealeaf, an IBM Company
Julie Ask, vice president and principal analyst, eBusiness and channel strategy professionals, Forrester Research Inc.
This webinar, produced by Tnooz and Amadeus, examined new traveler behavior, the effects of unbundling services on business models and how suppliers manage the marketing opportunities and challenges.
Panelists for this FREE webinar were:
Brian Beard, executive technology consultant, Amadeus
Scott Gillespie, travel industry consultant, Gillespie's Guide to Travel + Procurement
Gene Quinn, CEO and producer, Tnooz
Kevin May, Editor and moderator, Tnooz
Making open travel tech ecosystems work to your advantageKevin May
Today’s travel industry is characterised by an interconnected network of complementary technologies, with every corner of the business impacted.
These open ecosystems enable collaboration, creativity and speed of innovation in travel products, services and tools.
But what does this mean for travel? And how do you keep up with the pace of change?
In this FREE 60-minute webinar, produced by Tnooz and Travelport, and featuring representatives from the OpenTravel Alliance and other travel technology organisations, we took an in-depth look at the travel technology ecosystem and where open development and where it may lead us all.
Panellists:
* Valyn Perini, CEO, OpenTravel Alliance
* Jason Nash, VP product innovation, Travelport
* Amin Kroll, CEO, CarPilots
* Rui Figueiredo, partner/head of product development, Travel Technology & Solutions
* Kevin May, editor and co-founder, Tnooz
* Gene Quinn, producer and, CEO/co-founder, Tnooz
LIVE travel research with YOU as the subjectKevin May
The industry continues to find itself in the throes of an exciting period of change, with new ideas from startups and fresh thinking from established brands playing out every single day.
Set against the rise of the massively empowered pro-sumer and a myriad of new devices, and the industry could well be experiencing a golden age in travel technology.
But what do you think? Here is your chance to debate and share your opinions as part of a unique event where attendees become a dynamic and live research panel.
FREE Webinar: Technology and its massive impact on the travel experienceKevin May
Technology continues to evolve at a rapid rate – but where it used to be something we use, now it’s part of our DNA.
In this webinar you will take a journey with today’s travelers as they use various technologies to enhance their experience.
From interactive online photo journals to BYODs (“D” for devices) to Gen Z purchasing influence, stay on top of the trends that are shaping this new world of travel.
Panelists for the FREE webinar are:
Sarah Kennedy, Sabre Travel Studios, director
Carrie Mamantov, Sabre Travel Network, marketing manager
Karen Yeates, vice president, Signature Travel Network
Kevin May, Tnooz, editor and moderator
Gene Quinn, Tnooz, CEO and producer
Rethinking airports for future connected travelersKevin May
The future role of airports – the meeting grounds for airlines and travelers – is driven by unprecedented social and technological change.
Expect new levels and diversity of service, personalized travller experiences, universal availability of mobile connectivity and many changes in the airport as a merchandising environment.
In this webinar presented by Tnooz and Amadeus, we examine technology shaping the needs and expectations of airport visitors.
How will airline and airport operators engage with customers?
What strategies and business models enable airlines and airports to seize new opportunities for managing the total trip experience?
Our expert panel includes:
* Brian Beard, Amadeus, executive technology consultant
* Glenn Gruber, Ness Technologies, AVP travel technologies
* Patricia Simillon, Amadeus, head of airlines operations strategy
London Country Tours, the foremost travel partner offers customized Stonehenge tours from London coming with private tour guides and direct access to the inner circles. Visit: https://www.londoncountrytours.co.uk/tour/tours-to-stonehenge-oxford/
Its running cost is among the diverse vital aspects you must consider before buying an electric scooter. Calculate the cost of getting e-scooter charge for your regular usage to calculate its economic efficiency, similar to people who investigate the mileage of petrol or diesel-driven scooters.
Discover Palmer, Puerto Rico, through an immersive cultural tour that unveils its rich history and vibrant traditions. Experience lively festivals, savor authentic cuisine, and explore local markets. Visit historical landmarks, museums, and stunning colonial architecture. Engage with friendly locals, enjoy live music, and hike scenic nature trails, all while participating in cultural workshops and discovering unique artisan crafts.
How To Change Name On Volaris Ticket.pdfnamechange763
How to change name on Volaris ticket? This is one of the most common questions asked by travelers flying with Volaris Airlines. The mentioned details can help you with your name rectification on the airline ticket. If you are still facing difficulties call the consolidation desk at +1-800-865-1848.
The Cherry Blossom season in Hunza begins in the second week of March and lasts until the end of April, varying with altitude. During this enchanting period, tourists from around the world flock to Hunza Valley to witness its transformation into a vibrant tapestry of white, pink, and green. The valley comes alive with cherry blossoms, creating a picturesque and mesmerizing landscape that captivates visitors.
About the Company:
The Cherry Blossom season in Hunza starts in the second week of March and extends until the end of April, depending on the altitude. During this enchanting period, tourists from around the globe travel to Hunza Valley to witness its transformation into a vibrant tapestry of white, pink, and green. The valley comes alive with cherry blossoms, creating a picturesque and mesmerizing landscape that captivates all who visit. For the best experience, join Hunza Adventure Tours, the top tour company in Pakistan, and immerse yourself in this breathtaking seasonal spectacle.
Discover the wonders of the Wenatchee River with a variety of river tours in Monitor, WA. Whether you're seeking thrilling whitewater rafting, peaceful kayaking, family-friendly float trips, or scenic sunset cruises, there's something for everyone. Enjoy fishing, wildlife spotting, bird watching, and more in this beautiful natural setting, perfect for outdoor enthusiasts and families alike.
4 DAYS MASAI MARA WILDEBEEST MIGRATION SAFARI TOUR PACKAGE KENYABush Troop Safari
Join our 4-day Masai Mara Wildebeest Migration Safari in Kenya. Witness the incredible wildebeest migration, enjoy exciting game drives, and stay in comfortable lodges. Get up close and personal with one of nature's most amazing exhibits! Book Your Safari Today at - https://bushtroop-safaris.com/
During the coldest months, Italy transforms into a winter wonderland, providing visitors with a very unique experience. From the Settimana Bianca ski event to the lively Carnevale celebrations, Italy's winter festivities provide something for everyone. Enjoy hot cocoa, eat hearty comfort foods, and buy during winter deals. Explore the country's rich cultural past by participating in Settimana Bianca, and Carnevale, sipping hot chocolate, shopping during winter deals, and indulging in winter comfort foods. Visit our website https://timeforsicily.com/ for more information.
LUXURY TRAVEL THE ULTIMATE TOKYO EXPERIENCE FROM SINGAPORE.pdfDiper Tour
Get off on the most luxurious Tokyo itinerary from Singapore. Experience Tokyo’s sophisticated modernism and rich tradition with first-class travel, sumptuous lodging, fine food, and special tours. Savor the finest that this energetic city has to offer for an experience that will never be forgotten.
Exploring Montreal's Artistic Heritage Top Art Galleries and Museums to VisitSpade & Palacio Tours
Montreal boasts a vibrant artistic heritage, showcased in its top art galleries and museums. From the expansive collections at the Montreal Museum of Fine Arts to the cutting-edge exhibits at the Musée d'art contemporain, discover the city's rich cultural landscape. Experience dynamic street art, indigenous works, and contemporary pieces, reflecting Montreal's diverse and innovative art scene.
Antarctica- Icy wilderness of extremes and wondertahreemzahra82
In this presentation, we delve into the captivating realm of Antarctica, Earth's southernmost continent. This icy wilderness stands as a testament to extremes, with record-breaking cold temperatures and vast expanses of pristine ice. Antarctica's landscape is dominated by towering glaciers, colossal icebergs, and expansive ice shelves. Yet, amidst this frozen expanse, a rich tapestry of unique wildlife thrives, including penguins, seals, and seabirds, all finely attuned to survive in this harsh environment. Beyond its natural wonders, Antarctica also serves as a vital hub for scientific exploration, providing invaluable insights into climate change and the Earth's history
BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. BTW UK Visa Application Process, Uk Visa complete guide, Uk Visa fees, requirements and application process. Know all about uk visa and best way to apply for the uk visa. Get to know about the requirements that allows you for the faster visa appliaction. Get information in this PDF and simplyfy your visa process.
How To Talk To a Live Person at American Airlinesflyn goo
This page by FlynGoo can become your ultimate guide to connecting with a live person at American Airlines. Have you ever felt lost in the automated maze of customer service menus? FlynGoo is here to rescue you from endless phone trees and automated responses. With just a click or a call to a specific number, we ensure you get the human touch you deserve. No more frustration, no more waiting on hold - we simplify the process, making your travel experience smoother and more enjoyable.
The Power of a Glamping Go-To-Market Accelerator Plan.pptxRezStream
Unlock the secrets to success with our comprehensive 8-Step Glamping Accelerator Go-To-Market Plan! Watch our FREE webinar, where you'll receive expert guidance and invaluable insights on every aspect of launching and growing your glamping business.
MC INTERNATIONALS | TRAVEL COMPANY IN JHANGAshBhatt4
Experience the world with MC Internationals travel and tourism. From foreign getways to cultural concentration, we tailor unforgettable journeys for every traveler. Let us turn your dream into reality and create lasting memories. Explore with us today. #TRAVEL,COMPANY #BEST,TRAVEL,COMPANY #VISIT,VISA #EMPLOYMENT,VISA #STUDY,VISA #HAJJ,AND,UMRAH
Social media and reviews are changing the landscape of revenue management
1. Social media and reviews are changing the
landscape of revenue management
Karthick Prabu
2. Next Gen Revenue Management
• RTCP – Room, Time, Customer, Price
• Added with,
– The Right Distribution Channel with the best commission efficiency
– Proactive decisions
• Possible with knowledge on: Customers, customers, and customers.
3. Where to find, What they do
• Social media
– The obvious: Facebook, Twitter, Instagram, Pinterest, YouTube, Blogs
– Beyond the obvious: Quora, Vine, Squidoo
– The non-obvious: Humans
– Core review sites: TripAdvisor, HolidayIQ, Zomato, Burrp
– Type of content: Text, picture, video
• Your own website
6. What To Do
1. Know the tools, like a pro
– Facebook EdgeRank, NearBy, GraphSearch, Home, Quora points
2. Descriptive statistics:
– Snapshot of historical and current performance
– Answer questions like, how many fans do I have? How many reviews have been posted over the last six
months? What is my average rating on each of the OTAs?
3. Social network analysis:
– Uses the connections among users, and the impact of their activity, to determine the degree of influence
– Targeted marketing efforts can be directed at the most influential users
4. Text analysis:
3.1 Content categorization
– Automatically categorize responses on guest surveys, route to the appropriate department
3.2 Text mining
– Understand the semantics, uncover key topics that can be used to predict or understand guest behavior
3.3 Sentiment analysis
– Uses natural language processing to determine how guests feel about attributes of your brand, product or
service.
7. What To Do … Contd
5. Product alignment
– Know the value score of your brand
– Price according to your value
– Test the value: In increments
– Identify purchase drivers
– Higher ADR, higher overall yield
– Super informed consumers make revenue managers to watch RevPAR by room type. Ex: Google streetview,
BusinessPhotos, Room 77
– Consumers have RM products at hand. Ex: Bing’s Farecast
9. What To Do … Contd
6. Competitive benchmarking
– Know what is said about your competitor
– Metrics: Number of reviews on online travel websites, videos, Facebook fans, Twitter, photo shares,
bookmarks and blog entries
7. Strategic pricing
– New retail concepts that offer members-only deals, flash sales, group buying and auctions
– 70% same day bookings
– Focus on value instead of price, value seekers will pay more
– Better-informed consumers and shrinking lead time
8. Google Hotel Finder
– Yet another distribution channel that needs to be monitored
– Deep integration happening with Google suit of products
– Make sure your property is listed.
– Keep it updated
11. What To Do … Contd
9. Brand protection
– Protect your brand from advertising hijacking
– OTAs and other travel websites bid on search engines on your hotel name; diverts people
– Costs you commission, instead of a direct sale
– Facebook Ad options are even more granular
12. What To Do … Contd
10. Make your website social
– Build social analytics
16. Social Media Quadrant For Revenue Managers
Time Scope
SHORT TERM LONG TERM
Tactical Strategic
INBOUND (1) Inform (3) Inform pricing,
User Generated promotions and distribution and
Information Content pricing decisions CRM strategy
Flow
OUTBOUND (2) Drive short term (4) Drive customer
Hotel Generated demand and build development and
Content brand awareness retention
18. Online Reviews – Importance
90% of online shoppers said they trust recommendations from people they know
70% trust opinions of unknown users
10% rate swings due to online reviews
50% of people won’t book a hotel if there are no reviews
26% of TripAdvisor visits occur in the last five days prior to reservation booking
19. Online Reviews – Importance
71% of Indian accommodations have rating of 3.5 (out of 5) in TripAdvisor
38% customers are ready to pay more, for reviews that indicate superior service
#1 reason visitors leave a hotel website - to check reviews elsewhere
40% of consumers that leave hotel websites to validate their decision with other site
reviews end up booking there
20. Impact of ORM on revenue
• “A 1-point increase in a review score equates to a 9% increase in average daily
rate” – Expedia
• Cornell University study reaffirms the impact of online reviews on all offline
and online distribution channels
+0.80%
ADR
1 point increase in hotel’s Global
Review Index (of ReviewPro)
+0.54%
Occupancy
+1.42%
RevPar
21. Reputation drives revenue – now what?
1. Reputation is everything
– Reviews are like glass. Handle with care.
– Have good reputation and review score
– Directly impacts ADR (average daily rate)
– Set up a combined task force together with the operations team to improve the service level of the hotel,
and tackle concerns or suggestions raised by guests
– It’s not just about service. You need to get reviews.
2. Grow direct sales
– Help your marketing team to secure a relevant budget to grow direct sales
– Make sure your website is well optimized and conversions are high
– Most important social revenue channel
– Loss in direct bookings is loss of revenue
– Boost confidence: Integrate reviews, leverage analytics
– Save commission from 3rd-party distribution channels
– Direct bookings enable you to take better decisions, serve customers better
23. Reputation drives revenue – now what? Contd..
3. Track your reputation against others
– Which are the places your potential guests check while they’re shopping
– When satisfaction drops or surges, dig deeper to understand the forces driving those trends, and then
make changes based on what you learn
– Semantic analysis of online feedback for a property can reveal opportunities for targeted improvements
that make the biggest, fastest impact on guest satisfaction.
– Doing this for a competitive set will help build a stronger unique value proposition for that hotel.
26. Case Study 1
Olivia Plaza Hotel, 4 Star, Barcelona:
• Used semantic analysis to improve breakfast offering
• Significantly reduced the number of negative reviews and comments
27. Case Study 2
CitizenM Hotels, Europe
• Checkout includes guest satisfaction check
– Negative: A manager is involved to resolve problem!
– Positive: Receptionist encourages sharing experience in review!
• Higher volume of negative reviews are minimized because guests do not leave the hotel
with a negative feeling
28. Case Study 3
Corinthia Hotels, Europe
• Used their Twitter account to resolve Marc Benioff’s complaint
• Brand and customer mileage
29. References
• HotelMarketingCoach
• Xotels
• Tnooz
• ReviewPro
• HotelExecutive
• HotelNewsNow
• ISHC
• WebInTravel
• Altimeter Group
• Awareness Inc
• Cornell university school of hotel administration
• PhoCusWright
• TripAdvisor
• comScore
• eConsultancy
• eMarketer
30. Q Q? ?
Social media and reviews are changing the
landscape of revenue management
Karthick Prabu