Slides from a Tnooz-TripAdvisor hosted webinar in August 2011. The session focussed on ideas on delivering an outstanding guest experience, optimising a hotel's web presence with reviews and user generated content, and how hoteliers can turn traveler reviews into opportunities.
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.
Presentation by TripAdvisor to the Connecticut Lodging Association on how to maintain your online reputation through actively following and responding to online comments.
Glasgow City Marketing Bureau partnered with TripAdvisor, the world’s largest travel site, to excite businesses about increase the city’s visibility on channel.
Every month, millions of visitors come to TripAdvisor to research businesses and plan their next trip, so we encourage you to take advantage of the tremendous opportunities offered by this global marketplace.
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.
Presentation by TripAdvisor to the Connecticut Lodging Association on how to maintain your online reputation through actively following and responding to online comments.
Glasgow City Marketing Bureau partnered with TripAdvisor, the world’s largest travel site, to excite businesses about increase the city’s visibility on channel.
Every month, millions of visitors come to TripAdvisor to research businesses and plan their next trip, so we encourage you to take advantage of the tremendous opportunities offered by this global marketplace.
BTO 2015 | TripAdvisor | Reputation and other trendsBTO Educational
BTO 2015 Side TWO | Giovedì 3 dicembre
#1 Focus Hall
TripAdvisor. The World of
14.20 : 15.10
http://www.buytourismonline.com
http://www.buytourismonline.com/eventi/tripadvisor/
50 minuti dedicati all’universo TripAdvisor.
I nuovi trend individuati dalle loro ricerche (mobile, connected travelers, rilevanza crescente della destinazione, viaggi internazionali e altro), i nuovi studi sulla rilevanza della reputazione, sulla connessione tra hotel engagement e hotel performance (anche in termini di roi), e infine le azioni che influiscono positivamente sull’engagement.
Keynote Speaker
Gianluca Laterza – Territory Manager Southern and Eastern Europe TripAdvisor
Introduzione, moderazione e conclusioni
Robert Piattelli – Co-founder BTO Educational
ReviewPro helps hotels listen to their customers more effectively so that they can deliver better guest experiences.
https://www.reviewpro.com/?partner=bookgreener
The Evolving Travel Shopping Journey: Travel Research, Planning & ValidationLeonardo
In part 2 of our Digital Marketing Summit for Hoteliers, Charlie Osmond, Chief Tease of Triptease, and Ellis Connolly, Chief Revenue Officer of TrustYou discuss the travel research, planning & validation phase of the travel shopping journey and its impact on direct bookings.
The power shift in travel: How hotels can get back on top with their online d...SiteMinder
After 26 years in the travel technology industry, David Chestler, SiteMinder's EVP of Global Enterprise Sales & Business Development, is perfectly placed to present on the topic of the power shift in travel covering everything from Airbnb, to the user economy, and how hotels can take back control. This presentation was originally delivered at World Travel Market in London on 3rd November 2015. You can view more content at: www.siteminder.com/blog
5 important US hotel and travel trends with the power to shape 2016SiteMinder
Are travellers planning to dedicate more time to vacations? Which destinations are on must-visit lists? And what technology trends are impacting the way they behave from initial search through to actual experience?
SiteMinder recently partnered with the California Hotel and Lodging Association to answer some of these questions with hoteliers joining an online webinar to learn more about the top travel trends that hotels, just like yours, should be planning for in 2016.
Slides for Expedia Media Solutions webinar: Insights into the booking paths o...tnooz
This webinar by Expedia Media Solutions reveals its 2016 Path to Purchase study on the key touch points that impact decisions for travelers.
The purchase path of today's traveler is anything but linear.
Multi-device usage and its impact on content consumption and booking behavior continues to evolve, providing travelers with more options than ever before and a complex research and booking path.
What factors along this path influence their ultimate purchase decisions and how can travel marketers more effectively reach consumers at these critical points?
Expedia Media Solutions has released its latest Path to Purchase study (bit.ly/travelers-path-to-purchase), which explores these influential touch points that impact purchase decisions for American, Canadian, and British travelers.
The webinar covers:
Desktop and mobile usage trends across the purchase path
Factors influencing destination selection
Resources utilized during the pre-booking window
Advertising effectiveness by channel and purchase phase
Panelists for our webinar are:
Matthew Reichek, Global Vice President, Product & Analytics, Expedia Media Solutions
Sean O'Neill, Moderator & Editor in Chief, Tnooz
Gene Quinn, Producer & Co-founder, Tnooz
This webinar took place on Thursday, 15 December 2016.
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
Your hotel's direct booking strategy: Targeting the guests of the futureSiteMinder
Your hotel's direct booking strategy: Targeting the guests of the future
Did you know that today’s digital-savvy consumer is subjected to 3,000 marketing messages a day!
That’s a staggering statistic proving just how difficult it is for businesses to cut through the noise in order to be heard.
For hoteliers, it can be even harder to know how to reach the right people – and that’s assuming they have their target audiences fully marked out.
In this free presentation we’ll share:
The six groups of travellers – your future hotel guests
Strategies to entice these travellers to book direct
Cutting through the channel clutter: How hotels can get back in control of th...SiteMinder
SiteMinder's David Chestler recently presented to an audience at the Caribbean Travel Marketplace deep-diving into all things online distribution for hotels, and asking the important question - how can your hotel cut through the channel clutter?
Tnooz Lyft webinar: How technology is shaping business traveler behaviortnooz
Today’s business travelers are more mobile and connected than ever before. They work from the hotel, or even the plane. They attend meetings across town, or across the country.
A stream of devices and applications are emerging to help travelers get to their destinations in more efficient, safe and affordable ways, and travelers are now choosing between hundreds of travel solutions.
How are travel managers adapting to meet the needs of the modern business traveler?
Lyft and Tnooz held a live discussion on how technology innovation is driving new traveler expectations, and how the travel program is evolving to fit the lifestyle of increasingly mobile travelers.
This webinar covered:
How technology has impacted the behaviors and preferences of modern business travelers
How corporate travel managers are adapting travel programs to create a traveler-centric program
How corporate travel managers are overcoming safety concerns to incorporate new, connected solutions into their travel programs
Follow the discussion with these experts and Tnooz during this webinar recording:
Matt Doherty, Regional VP of Mobility Solutions, Lyft
Colleen Black, Partner, GoldSpring Consulting
Sean O’Neill, Tnooz, Editor-in-Chief & Moderator, Tnooz
Gene Quinn, CEO & Producer, Tnooz
This webinar took place on June 23. It lasted for one hour, including answers to questions from attendees.
Online Travel Agencies and Meta-search Websites - A Travel Studio System?Robert Cole
The topic of online travel agencies is a hotly debated topic within the hotel industry. Like the major Hollywood studios that powered the golden age of film, a small number of OTAs dominate distribution, promotion and production of hotel bookings.
While hotels may prefer to have as much traffic as possible channeled directly to their websites, the reality is that consumers value the convenience of cross-brand shopping. For the vast majority of hotels, excluding the OTA channel does not increase profitability. Instead, to be successful, hotels must effectively manage their distribution and content across all channels - particularly those that possess a significant amount of business potential.
This unabridged collection of slides supported my portion of the VFM Leonardo webinar "Turn OTA Lookers into Bookers - How Improving Your Look on OTAs Can Drive Direct Bookings" helld on September 25, 2013.
Tnooz-TripAdvisor webinar - Reputation management and beyondtnooz
Slides from a Tnooz-TripAdvisor hosted webinar in August 2011. The session focussed on ideas on delivering an outstanding guest experience, optimising a hotel's web presence with reviews and user generated content, and how hoteliers can turn traveler reviews into opportunities.
BTO 2015 | TripAdvisor | Reputation and other trendsBTO Educational
BTO 2015 Side TWO | Giovedì 3 dicembre
#1 Focus Hall
TripAdvisor. The World of
14.20 : 15.10
http://www.buytourismonline.com
http://www.buytourismonline.com/eventi/tripadvisor/
50 minuti dedicati all’universo TripAdvisor.
I nuovi trend individuati dalle loro ricerche (mobile, connected travelers, rilevanza crescente della destinazione, viaggi internazionali e altro), i nuovi studi sulla rilevanza della reputazione, sulla connessione tra hotel engagement e hotel performance (anche in termini di roi), e infine le azioni che influiscono positivamente sull’engagement.
Keynote Speaker
Gianluca Laterza – Territory Manager Southern and Eastern Europe TripAdvisor
Introduzione, moderazione e conclusioni
Robert Piattelli – Co-founder BTO Educational
ReviewPro helps hotels listen to their customers more effectively so that they can deliver better guest experiences.
https://www.reviewpro.com/?partner=bookgreener
The Evolving Travel Shopping Journey: Travel Research, Planning & ValidationLeonardo
In part 2 of our Digital Marketing Summit for Hoteliers, Charlie Osmond, Chief Tease of Triptease, and Ellis Connolly, Chief Revenue Officer of TrustYou discuss the travel research, planning & validation phase of the travel shopping journey and its impact on direct bookings.
The power shift in travel: How hotels can get back on top with their online d...SiteMinder
After 26 years in the travel technology industry, David Chestler, SiteMinder's EVP of Global Enterprise Sales & Business Development, is perfectly placed to present on the topic of the power shift in travel covering everything from Airbnb, to the user economy, and how hotels can take back control. This presentation was originally delivered at World Travel Market in London on 3rd November 2015. You can view more content at: www.siteminder.com/blog
5 important US hotel and travel trends with the power to shape 2016SiteMinder
Are travellers planning to dedicate more time to vacations? Which destinations are on must-visit lists? And what technology trends are impacting the way they behave from initial search through to actual experience?
SiteMinder recently partnered with the California Hotel and Lodging Association to answer some of these questions with hoteliers joining an online webinar to learn more about the top travel trends that hotels, just like yours, should be planning for in 2016.
Slides for Expedia Media Solutions webinar: Insights into the booking paths o...tnooz
This webinar by Expedia Media Solutions reveals its 2016 Path to Purchase study on the key touch points that impact decisions for travelers.
The purchase path of today's traveler is anything but linear.
Multi-device usage and its impact on content consumption and booking behavior continues to evolve, providing travelers with more options than ever before and a complex research and booking path.
What factors along this path influence their ultimate purchase decisions and how can travel marketers more effectively reach consumers at these critical points?
Expedia Media Solutions has released its latest Path to Purchase study (bit.ly/travelers-path-to-purchase), which explores these influential touch points that impact purchase decisions for American, Canadian, and British travelers.
The webinar covers:
Desktop and mobile usage trends across the purchase path
Factors influencing destination selection
Resources utilized during the pre-booking window
Advertising effectiveness by channel and purchase phase
Panelists for our webinar are:
Matthew Reichek, Global Vice President, Product & Analytics, Expedia Media Solutions
Sean O'Neill, Moderator & Editor in Chief, Tnooz
Gene Quinn, Producer & Co-founder, Tnooz
This webinar took place on Thursday, 15 December 2016.
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
Your hotel's direct booking strategy: Targeting the guests of the futureSiteMinder
Your hotel's direct booking strategy: Targeting the guests of the future
Did you know that today’s digital-savvy consumer is subjected to 3,000 marketing messages a day!
That’s a staggering statistic proving just how difficult it is for businesses to cut through the noise in order to be heard.
For hoteliers, it can be even harder to know how to reach the right people – and that’s assuming they have their target audiences fully marked out.
In this free presentation we’ll share:
The six groups of travellers – your future hotel guests
Strategies to entice these travellers to book direct
Cutting through the channel clutter: How hotels can get back in control of th...SiteMinder
SiteMinder's David Chestler recently presented to an audience at the Caribbean Travel Marketplace deep-diving into all things online distribution for hotels, and asking the important question - how can your hotel cut through the channel clutter?
Tnooz Lyft webinar: How technology is shaping business traveler behaviortnooz
Today’s business travelers are more mobile and connected than ever before. They work from the hotel, or even the plane. They attend meetings across town, or across the country.
A stream of devices and applications are emerging to help travelers get to their destinations in more efficient, safe and affordable ways, and travelers are now choosing between hundreds of travel solutions.
How are travel managers adapting to meet the needs of the modern business traveler?
Lyft and Tnooz held a live discussion on how technology innovation is driving new traveler expectations, and how the travel program is evolving to fit the lifestyle of increasingly mobile travelers.
This webinar covered:
How technology has impacted the behaviors and preferences of modern business travelers
How corporate travel managers are adapting travel programs to create a traveler-centric program
How corporate travel managers are overcoming safety concerns to incorporate new, connected solutions into their travel programs
Follow the discussion with these experts and Tnooz during this webinar recording:
Matt Doherty, Regional VP of Mobility Solutions, Lyft
Colleen Black, Partner, GoldSpring Consulting
Sean O’Neill, Tnooz, Editor-in-Chief & Moderator, Tnooz
Gene Quinn, CEO & Producer, Tnooz
This webinar took place on June 23. It lasted for one hour, including answers to questions from attendees.
Online Travel Agencies and Meta-search Websites - A Travel Studio System?Robert Cole
The topic of online travel agencies is a hotly debated topic within the hotel industry. Like the major Hollywood studios that powered the golden age of film, a small number of OTAs dominate distribution, promotion and production of hotel bookings.
While hotels may prefer to have as much traffic as possible channeled directly to their websites, the reality is that consumers value the convenience of cross-brand shopping. For the vast majority of hotels, excluding the OTA channel does not increase profitability. Instead, to be successful, hotels must effectively manage their distribution and content across all channels - particularly those that possess a significant amount of business potential.
This unabridged collection of slides supported my portion of the VFM Leonardo webinar "Turn OTA Lookers into Bookers - How Improving Your Look on OTAs Can Drive Direct Bookings" helld on September 25, 2013.
Tnooz-TripAdvisor webinar - Reputation management and beyondtnooz
Slides from a Tnooz-TripAdvisor hosted webinar in August 2011. The session focussed on ideas on delivering an outstanding guest experience, optimising a hotel's web presence with reviews and user generated content, and how hoteliers can turn traveler reviews into opportunities.
Social media and reviews are changing the landscape of revenue managementKevin May
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.
Top 10 'MUST DO' Hotel Strategies to Boost Direct BookingsTA Fastrack
Listen to Adrian Caruso, Australia's leading hotel business improvement and marketing expert share with you the top 10 'MUST DO' strategies to drive more direct bookings and instantly boost revenue.
Digital Marketing Strategies for TravelPedro Tavares
Travel Business is facing disruptive challenges. New consumer trends, different experiences and expectations demand some industry reinvention. This presentation is about understanding this new traveler and to explore how (digital) communication with new tools and better consumer knowledge can bring the competitive advantage to keep ahead of the competition.
The first rule in digital marketing is that content needs a purpose: to stimulate, engage, convert and build a buzz around a brand. It’s got to be useful, visible, desirable, engaging and provide a platform to position the hotel as a socially-connected brand.
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
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
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
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
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
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
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7. The Power of Social Media 70,000-100,000 travelers see each hotels profile every 30 days. That’s all we need to fill our hotels. About half our revenue comes from our own website. We have so much demand generated by our reputation and the social media we don’t need to pay other companies to generate revenue for us: We are not dependant on paid advertising We are not dependant on OTAs We are not dependant on wholesale contracts We don’t need to make sales trips or attend tradeshows We definitely don’t need flash sales
8. Reputation Creation Imagine the reviews you want and become the hotel that inspires those reviews! Share that vision with every employee. Get ready to work. Shortcuts? Forgettaboutit! Hire people wired for people pleasing. Lead. Train. Empower. Be Amazed!
12. Our Core Beliefs Service is Marketing! Anything that touches the Guest Experience is Marketing. Invest in Guest Experience. A good stay is not enough. – Wow them! Wow them all! Issues should be handled before they walk out the door.
13. How We Listen Ask for the review. Don’t be defensive. What can we learn? How can we share our perspective? This isn’t just PR. Be Authentic. Do what you say.
15. Optimizing your hotels’ web presence with reviews and user-generated content By Josiah Mackenzie August 2011
16. Show Me The Money! How Online Reviews and UGC Make Sales 16 Online guest reviews and user generated content can help hotels generate sales two ways: Indirectly: by increasing rankings in search engines, bringing more traffic to your website Directly: by improving sales conversion rates by increasing consumer confidence
17. Reviews and UGC for Search Engine Optimization 17 For a long time, the key benefits of reviews and UGC was that they provided fresh content. Now, major search engines take reviews into account for their ranking algorithms. Why are search rankings important? “The average travel purchase online involves over 50 unique search queries and 2.5 hours of research time” [Google at EyeforTravel conference, May 2011] Each of these searches is an opportunity to introduce your brand….if people see you. The top result on a search page gets clicked 42% of the time The top 3 results get 79% of the total clicks The top 5 results get 88% of clicks Only 3% of searchers go beyond the first page of results pages Placement in search results plays a huge role in how much website traffic your hotels receive!
18. Reviews for Increasing Direct Sales 18 Many people who leave your hotel websites do so to read online reviews elsewhere. Publishing reviews directly on your hotel websites can cut down on this loss of traffic, and encourage more direct bookings. Increasing consumer confidence is another key factor in encouraging more direct sales, and placing reviews on your websites can increase this confidence. These issues are particularly important for small and independent hotels that may not have the recognition of a large chain brand. Optimizing Your Website With Online Reviews World Travel Market
26. Key Points To Remember About UGC 26 The next time you receive positive feedback, ask the guest to share that experience online. (But remember to communicate what they have to gain from the process!) Establish mechanisms to organize it all: To organize uploads (tags and hashtags) To centralize access (Flickr, Facebook groups) To share the content (website section, blog, etc) Optimizing Your Website With Online Reviews
27. Test, Test, Test 27 Setup A/B split tests to track everything and identify improvement opportunities. A few suggested metrics to begin with include: Time on site Bounce rates Page exit rates Sales conversion rates Optimizing Your Website With Online Reviews
28. Any Questions About Optimizing Your Presence with UGC? 28 Email me: josiah@reviewpro.com Or connect on Twitter: @HmarketingHelp @ReviewPro More ideas, interviews, and case studies: http://www.ReviewPro.com/blog
30. How hoteliers can turn traveler reviews into opportunities Presented by Brian Payea, Head of Industry Relations Tnooz Webinar August 17, 2011
31. A commissioned survey conducted by Forrester Consulting on behalf of TripAdvisor, “2010 Q4 Forrester/TripAdvisor Custom Online Survey” 31 How important are user reviews to you when determining which hotel to stay at? Tnooz Webinar
32. A commissioned survey conducted by Forrester Consulting on behalf of TripAdvisor, “2010 Q4 Forrester/TripAdvisor Custom Online Survey” 32 I won’t book a property unless it has reviews. Tnooz Webinar
34. Management responses: A critical part of reputation management Why bother? How to make it count. How to do it. Tnooz Webinar 34
35. Seeinga management response to reviewsis important to me. A commissioned survey conducted by Forrester Consulting on behalf of TripAdvisor, “2010 Q4 Forrester/TripAdvisor Custom Online Survey” Tnooz Webinar 35
36. If I was considering two comparable properties, the presence of management responses on one would sway me in its favor. A commissioned survey conducted by Forrester Consulting on behalf of TripAdvisor, “2010 Q4 Forrester/TripAdvisor Custom Online Survey” Tnooz Webinar 36
37. A management response to a good review makes me think highly of the hotel. A management response to a bad review reassures me. A commissioned survey conducted by Forrester Consulting on behalf of TripAdvisor, “2010 Q4 Forrester/TripAdvisor Custom Online Survey” Tnooz Webinar 37
40. But not this way… “People that lack taste and a life of their own should try to venture out into the real world instead of hiding behind a computer spewing meaningless factless verbiage.” “Prove the date of your stay because such an incident has never been recorded in the archives of our Hotel. We regret that some customers spoil the time by writing negative comments for Hotels.” Tnooz Webinar 40
41. A commissioned survey conducted by Forrester Consulting on behalf of TripAdvisor, “2010 Q4 Forrester/TripAdvisor Custom Online Survey” 41 An aggressive management response to a bad review makes the hotel look worse. Tnooz Webinar
42. What this resort does right: Shows that that reviews are important by notifying guests that they share reviews with their staff Lets future guests know that they strive for excellence in customer service Subtlety markets by including that it is anaward-winning resort Refers to resort website for important details about theresort and what sets it apart from others Apologizes A prime example Tnooz Webinar
43. Traveler feedback on management responses “I like it that the Hotel management responds to posts here – says a lot about their focus on their customers.” -TripAdvisor member hazy-amersham “I also like the fact that a management representative replies to some comments made by guests. This tells me that ‘Lennons on Chifley’ are a hotel that care about their guests and reputation and go to lengths to acknowledge and rectify issues. Well done.” -TripAdvisor member Rosli “The manager of the hotel did respond, but it took him a month to do so. I appreciate the seemingly thorough response given, but I wish he’d done so in a more timely manner. I might have overcome my concerns about the safety of staying at his hotel and kept my reservation.” -TripAdvisor member OhioGirlScout Tnooz Webinar 43
53. Thank You!Archive copy of today’s webinar will appear on www.tnooz.com within a few days.Questions and comments: Kevin May, kevin@tnooz.com
Editor's Notes
Most of the time when I give presentations about general usage of UGC for branding and marketing, it takes over an hour to go through all the examples and convince people with numbers like 90% of travelers checking reviews when planning their trip….or how 96% of online Americans have joined Facebook. Today, I just have 10 minutes….so I’m going to cut to the chase, assume you already know all that stuff…and focus this a little more on how you can use UGC and reviews to make money. I could talk with you about how hundreds of millions are using social networking – sharing stuff everywhere….but while that’s true, everyone I talk to says “Show me the money!!”Both of these methods can be tested and proven. I’m not going to talk in generalities. Go out and try this for yourself and measure the improvement.
In many ways, Google *is* your web presence.
What about those direct sales?
Live demo: http://www.pueblobonito.com/guest-reviews.aspx
Starting a tumblr, etc with reviews and UGC is a very easy, low-cost way to increase your web footprint while selling
People say this is all good, but how do I collect material. Obviously you need to be asking for people to share their feedback on sites like TripAdvisor, but also think about what you already have….and can move online
It allows them to share experiences with friends and family. It helps other travelers. It builds their own social profile.Big summary: Get your guests sharing online, then publish those reviews EVERYWHERE to maximize your web presence and revenues.Traits of highly effective guestsourcingA plan and organizational culture of actively encouraging guests to produce contentProviding resources and access to produce the contentExplaining a way to organize content uploaded to the internet (hashtags, etc)Creating a central access point for others to access the content (on your site or Flickr group)Developing sharing mechanisms to distribute the content
Of course, there’s a right and a wrong way to do everything…..These are a few management responses that didn’t make it on to our site – we do make an effort to save impetuous owners from themselves -- but they nicely illustrate what you don’t want to do. Take a few minutes to review our management response policies, also available in our Owners’ Center. Your response does need to be family-friendly, professional, and in line with all of our guidelines in order to be published.