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Today	
  and	
  Tomorrow:
  The	
  Changing	
  Customer	
  Journey




                                           © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
The	
  future...
                   © 2013 - Tim Peter & Associates
...is	
  overrated
                     © 2013 - Tim Peter & Associates
“We	
  always	
  
overes;mate	
  the	
  
change	
  that	
  will	
  
occur	
  in	
  the	
  next	
  
  two	
  years...”	
  

     -­‐	
  Bill	
  Gates




                                 © 2013 - Tim Peter & Associates
Let’s	
  take	
  a	
  journey	
  
  into	
  the	
  past...


                              © 2013 - Tim Peter & Associates
October,	
  1980:
IBM	
  buys	
  MicrosoP
                     © 2013 - Tim Peter & Associates
January,	
  1999
Excite	
  buys	
  Google	
  for	
  
          $750,000
                              © 2013 - Tim Peter & Associates
November,	
  2001
Sony	
  introduces	
  MP3	
  player	
  
 and	
  first	
  online	
  MP3	
  store
                                © 2013 - Tim Peter & Associates
June,	
  2006
NBC	
  buys	
  YouTube
                     © 2013 - Tim Peter & Associates
January,	
  2007
MicrosoP	
  introduces	
  
     WPhone
                       © 2013 - Tim Peter & Associates
Today:	
  
Market	
  dominance!




                  © 2013 - Tim Peter & Associates
Today:	
  
        Market	
  dominance!

PC’s:




                          © 2013 - Tim Peter & Associates
Today:	
  
        Market	
  dominance!

PC’s:
Mobile:        /


                          © 2013 - Tim Peter & Associates
Today:	
  
        Market	
  dominance!

PC’s:
Mobile:        /
Music:
                          © 2013 - Tim Peter & Associates
Today:	
  
        Market	
  dominance!

PC’s:              Television	
  &	
  
                   Online	
  Video:
Mobile:        /
Music:
                                         © 2013 - Tim Peter & Associates
Today:	
  
        Market	
  dominance!

PC’s:              Television	
  &	
  
                   Online	
  Video:
Mobile:        /      Internet	
  
                       search:
Music:
                                         © 2013 - Tim Peter & Associates
Today:	
  
           Um...
        Market	
  dominance!

PC’s:
            No
                   Television	
  &	
  
                   Online	
  Video:
Mobile:        /      Internet	
  
                       search:
Music:
                                         © 2013 - Tim Peter & Associates
not
                  ^
The	
  future	
  is	
  over-­‐rated
                              © 2013 - Tim Peter & Associates
“We	
  always	
  
   overes;mate	
  the	
  
change	
  that	
  will	
  occur	
  
in	
  the	
  next	
  two	
  years	
  
 and	
  underes)mate	
  
 the	
  change	
  that	
  will	
  
   occur	
  in	
  the	
  next	
  
      ten.”	
  -­‐	
  Bill	
  Gates




                                        © 2013 - Tim Peter & Associates
“The	
  future	
  is	
  already	
  
  here...	
  it’s	
  just	
  not	
  
 evenly	
  distributed.”
                                       © 2013 - Tim Peter & Associates
“Informa;on	
  
  overload”
            © 2013 - Tim Peter & Associates
“Informa;on	
  overload”
Alvin	
  Toffler,	
  “Future	
  Shock”
              1970
                          © 2013 - Tim Peter & Associates
“Man	
  without	
  technology...	
  is	
  not	
  man”	
  
             Ortega	
  y	
  Gasset
                                            © 2013 - Tim Peter & Associates
“Man	
  without	
  technology...	
  is	
  not	
  man”	
  
          Ortega	
  y	
  Gasset	
  (1939)
                                            © 2013 - Tim Peter & Associates
Cost	
  of	
  Compu;ng
    Processor            2	
  GHz	
  dual	
  core
    Memory                       2	
  GB
     Storage                   120	
  GB
Screen	
  resolu;on          1024x768
     Movies                       Yes
       Wifi                 802.11	
  a/b/g
    Bluetooth         Op;onal	
  (Extra	
  cost)
     Camera           Op;onal	
  (Extra	
  cost)
                                           © 2013 - Tim Peter & Associates
Cost	
  of	
  Compu;ng
    Processor               2	
  GHz	
  dual	
  core
     Memory                           2	
  GB
     Storage                        120	
  GB
Screen	
  resolu;on                1024x768
     Movies                              Yes
       Wifi                       802.11	
  a/b/g
    Bluetooth             Op;onal	
  (Extra	
  cost)
     Camera               Op;onal	
  (Extra	
  cost)
     Weight                       8.9	
  pounds
   Ba)ery	
  Life                  2.5	
  hours
       Cost           $1,100	
  ($3,000	
  with	
  opBons)
                                             © 2013 - Tim Peter & Associates
Cost	
  of	
  Compu;ng
    Processor                 2	
  GHz	
  dual	
  core             1.5	
  GHz	
  dual	
  core

    Memory                            2	
  GB                                2	
  GB

     Storage                        120	
  GB                         32	
  GB	
  +	
  cloud

Screen	
  resolu;on               1024x768                               1280x768

     Movies                            Yes                   Yes	
  (internal	
  or	
  streaming)

       Wifi                      802.11	
  a/b/g                      802.11	
  a/b/g/n

    Bluetooth              Op;onal	
  (Extra	
  cost)                         Yes

     Camera                Op;onal	
  (Extra	
  cost)                       8	
  MP

     Weight                      8.9	
  pounds                          0.3	
  pounds

   Bajery	
  life                 2.5	
  hours                          7.75	
  hours

       Cost           $1,100	
  ($3,000	
  with	
  op;ons)   $	
  629	
  ($99.99	
  w/	
  contract)


                                                                              © 2013 - Tim Peter & Associates
March	
  6,	
  1983:	
  
First	
  commercial	
  
mobile	
  phone	
  &	
  
     network




              © 2013 - Tim Peter & Associates
Guess	
  when	
  
 Gen	
  Y	
  was	
  
   born




                       © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
Stupid,	
  but	
  useful	
  word	
  for	
  today...




  “SoLoMo”
                                              © 2013 - Tim Peter & Associates
Or...


“SoLoMoPho”
            © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
2+	
  million	
  search	
  
       queries

                        © 2013 - Tim Peter & Associates
Starbucks



280	
  mobile	
  
 payments

                    © 2013 - Tim Peter & Associates
30	
  hours	
  of	
  video	
  
       uploaded

                          © 2013 - Tim Peter & Associates
100,000	
  tweets


                © 2013 - Tim Peter & Associates
208,000	
  photos	
  
  uploaded

                   © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
June,	
  2011:	
  “ The	
  Special	
  Rapporteur	
  [of	
  the	
  
 United	
  Na;ons]	
  considers	
  cupng	
  off	
  users	
  
   from	
  internet	
  access,	
  regardless	
  of	
  the	
  
jus;fica;on	
  provided...	
  to	
  be...	
  a	
  viola;on	
  of	
  
 ar;cle	
  19,	
  paragraph	
  3,	
  of	
  the	
  Interna;onal	
  
   Covenant	
  on	
  Civil	
  and	
  Poli;cal	
  Rights.”




                                                               © 2013 - Tim Peter & Associates
“The	
  web	
  is	
  like	
  
electricity.	
  It's	
  just	
  there.”	
  
       Eric	
  Schmidt
                             © 2013 - Tim Peter & Associates
WSJ:	
  “...as	
  many	
  as	
  
                                     one-­‐third	
  of	
  the	
  
                                     na;on's	
  [bank]	
  
                                  branches	
  now	
  may	
  be	
  
                                      unprofitable”
© 2013 - Tim Peter & Associates                    © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
7,000

                                                                                      6.1	
  Billion
6,000


5,000


4,000


3,000


2,000


1,000
          953	
  Million

   0
                                      Total	
  Subscriptions	
  -­‐	
  Q4	
  2011
                  Smartphone                                                            Mobile	
  phone
        Source:	
  Mary	
  Meeker	
  &	
  Liang	
  Wu	
  hjp://www.scribd.com/doc/95259089/KPCB-­‐Internet-­‐Trends-­‐2012   © 2013 - Tim Peter & Associates
X
7,000

                                                                                      6.1	
  Billion
6,000


5,000


4,000


3,000


2,000


1,000
          953	
  Million

   0
                                      Total	
  Subscriptions	
  -­‐	
  Q4	
  2011
                  Smartphone                                                            Mobile	
  phone
        Source:	
  Mary	
  Meeker	
  &	
  Liang	
  Wu	
  hjp://www.scribd.com/doc/95259089/KPCB-­‐Internet-­‐Trends-­‐2012   © 2013 - Tim Peter & Associates
More	
  people	
  own	
  mobile	
  
phones	
  than	
  own	
  toothbrushes




                               © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
Business	
  travelers	
  
 carrying	
  mobile	
  
  phones:	
  95%
                 © 2013 - Tim Peter & Associates
Business	
  travelers	
  
carrying	
  tablets:	
  64%
                  © 2013 - Tim Peter & Associates
You	
  actually	
  host	
  
 more	
  devices	
  than	
  
passengers	
  or	
  guests
                   © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
•   44%	
  of	
  all	
  cell	
  users

•   40%	
  of	
  those	
  35-­‐44

•   50%	
  of	
  smartphone	
  users

•   60%	
  of	
  those	
  18-­‐34

                    © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
Overall	
  mobile	
  use
100%



75%


                                  48%
50%
       36%
                                                                                                                         28%
25%                                                                                      20%




 0%
             Travel	
  Research                                                                      Travel	
  Booking

                                  2013                                                             2015
                                    Source:	
  Google/Ipsos	
  MediaCT	
  -­‐	
  U.S.	
  August	
  2012                    © 2013 - Tim Peter & Associates
Leisure	
  travelers	
  shop...
100%    96%        94%




75%



50%

                            32%                                                                 31%
                                            24%
25%                                                                       18%                                           17%


                                                                                                          0%
 0%
        Home	
  Computer   Business	
  Computer                             Mobile	
  Phone                    Tablet

                                2010                                                               2012
                                    Source:	
  Google/Ipsos	
  MediaCT	
  -­‐	
  U.S.	
  August	
  2012          © 2013 - Tim Peter & Associates
Business	
  travelers	
  shop...
100%
        86%

                   76%      76%
75%
                                            65%


                                                                                                51%
50%
                                                                          40%

                                                                                                                        30%

25%


                                                                                                          0%
 0%
        Home	
  Computer   Business	
  Computer                             Mobile	
  Phone                    Tablet

                                2010                                                               2012
                                    Source:	
  Google/Ipsos	
  MediaCT	
  -­‐	
  U.S.	
  August	
  2012          © 2013 - Tim Peter & Associates
Mobile	
  travel	
  revenues
$10B

                                                                                               $8.0B

$8B



$5B


             $2.6B
$3B



$0B
                                           USD	
  (Billions)

                      2011                                                                   2013
                     Source:	
  US	
  Mobile	
  Travel	
  Spend,	
  PhoCusWright	
  -­‐	
  March,	
  2012   © 2013 - Tim Peter & Associates
100%




75%




50%

                                               42%

                                                                                 33%
              30%
25%
                                                                                                                    25%

                                                                                                                                                     17%



 0%
       Total	
  Hospitality             Restaurant                           Ground                              Airfare                             Rail
                                                            Use	
  of	
  Mobile	
  Payments
                 Source:	
  eMarketer	
  hjp://www.emarketer.com/Ar;cle/Mobile-­‐Payments-­‐Offer-­‐Travelers-­‐Convenience-­‐Uptake-­‐Slow/1009180
                                                                                                                                         © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
$8	
  billion

                © 2013 - Tim Peter & Associates
$8	
  billion	
  /	
  $800	
  billion	
  =	
  1%

                                           © 2013 - Tim Peter & Associates
Your	
  
customer’s	
  
 journey...




                 © 2013 - Tim Peter & Associates
Booking




          © 2013 - Tim Peter & Associates
Dreaming




           © 2013 - Tim Peter & Associates
Discovery




            © 2013 - Tim Peter & Associates
Planning




           © 2013 - Tim Peter & Associates
Booking




          © 2013 - Tim Peter & Associates
On	
  the	
  way




                   © 2013 - Tim Peter & Associates
Stay




       © 2013 - Tim Peter & Associates
Post-­‐stay




              © 2013 - Tim Peter & Associates
30




22.5




 15




 7.5




  0
       2010                                                    2011
              Sites	
  Visited	
  -­‐	
  All	
  E-­‐commerce
                                                                      © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates




 30




22.5




 15




 7.5




  0
                                                           2010                                                                                                       2011
                                      Sites	
  Visited	
  -­‐	
  All	
  E-­‐commerce                                                           Sites	
  Visited	
  -­‐	
  Travel
       Source:	
  Google	
  hjp://www.thinkwithgoogle.com/insights/featured/five-­‐stages-­‐of-­‐travel/	
  &	
  hjp://www.thinkwithgoogle.com/insights/library/studies/the-­‐zero-­‐moment-­‐of-­‐truth-­‐macro-­‐study/
Hours	
  spent	
  
      shopping/booking	
  travel
70%

60%

50%

40%

30%

20%

10%

0%
      1-­‐2       3-­‐4                                     5-­‐6                                    7-­‐8            8+
              Leisure	
  Traveler                                                      Business	
  Traveler
                          Source:	
  IBM	
  Ins;tute	
  for	
  Business	
  Value	
  Analysis	
  September	
  2010   © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
Hotel	
  guests	
  expect	
  stay	
  to	
  be	
  
      personalized	
  around	
  set	
  of	
  choices	
  made	
  
       at	
  the	
  ;me	
  of	
  booking/prior	
  to	
  arrival
70%

60%

50%

40%

30%

20%

10%

0%
        Strongly	
  Agree       Agree                                         Disagree                         Strongly	
  Disagree


                            Source:	
  Amadeus/Fast	
  Future	
  Hotels	
  2020	
  Report	
  (March	
  2011)            © 2013 - Tim Peter & Associates
Next	
  5-­‐10	
  years

86%	
  agreed	
  that	
  by	
  2020,	
  personaliza)on	
  will	
  have	
  
been	
  embraced	
  wholeheartedly	
  by	
  the	
  sector	
  and	
  
that	
  ‘customers	
  will	
  have	
  the	
  ability	
  to	
  choose	
  the	
  
size	
  of	
  room,	
  type	
  of	
  bed,	
  ameni)es,	
  audio-­‐visual	
  
facili)es,	
  business	
  equipment,	
  etc.	
  on	
  booking	
  and	
  
pay	
  accordingly’



                        Source:	
  Amadeus/Fast	
  Future	
  Hotels	
  2020	
  Report	
  (March	
  2011)   © 2013 - Tim Peter & Associates
Task-­‐oriented   Contextual




                        © 2013 - Tim Peter & Associates
Situa;on	
  vs.	
  device
42%	
  of	
  tablet	
  use	
  while	
  watching	
  
TV                Defining	
  “mobile”




                                                      © 2013 - Tim Peter & Associates
Context:


                Defining	
  “mobile”
    “Where	
  u	
  @,”	
  al;tude,	
  speed




                                              © 2013 - Tim Peter & Associates
Context:


                      Defining	
  “mobile”
     Past	
  ac;ons,	
  history,	
  selected	
  
     preferences




                                                   © 2013 - Tim Peter & Associates
Context:


                    Defining	
  “mobile”
     Assumed	
  aptudes	
  based	
  on	
  situa;on	
  
     and	
  ac;ons




                                                         © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
Priceline	
  mobile	
  bookings	
  -­‐	
  Valen;ne’s	
  Day,	
  2013



                              26%




                                                                                            74%




   Within	
  24	
  hours	
  of	
  arrival                                         More	
  than	
  24	
  hours	
  in	
  advance
                                            Source:	
  Priceline.com,	
  February	
  2013
                                                                                                               © 2013 - Tim Peter & Associates
Opportuni;es	
  to	
  improve




                        © 2013 - Tim Peter & Associates
Opportuni;es	
  to	
  improve




                        © 2013 - Tim Peter & Associates
Opportuni;es	
  to	
  improve




                        © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
Significant	
  
 increase	
  in	
  
visits/spend


                      © 2013 - Tim Peter & Associates
Disney	
  MyMagic+	
  
    “;ckets”
                         © 2013 - Tim Peter & Associates
Nike+	
  and	
  
Fuel	
  Band


                   © 2013 - Tim Peter & Associates
W	
  Hotels	
  
curated	
  music	
  
    mixes


                       © 2013 - Tim Peter & Associates
What’s	
  next?

Distance,	
  floor	
  in	
  building,	
  aisle,	
  what	
  
direc;on
Light,	
  dark,	
  ;me	
  of	
  day
Gesture-­‐based	
  control	
  (Xbox	
  Kinect	
  or	
  Wii)
Biometrics	
  (Are	
  you	
  excited?	
  Confused?)


                                                             © 2013 - Tim Peter & Associates
Ques;ons?

        © 2013 - Tim Peter & Associates
Your	
  
customer’s	
  
 journey




                 © 2013 - Tim Peter & Associates
© 2013 - Tim Peter & Associates
not
                  ^
The	
  future	
  is	
  over-­‐rated
                              © 2013 - Tim Peter & Associates
Thank	
  you
Web:     ;mpeter.com

Phone: +1-­‐201-­‐305-­‐0055

Email:   ;m@;mpeter.com

Twijer: twijer.com/tcpeter

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Today and Tomorrow: The Changing Customer Journey

  • 1. Today  and  Tomorrow: The  Changing  Customer  Journey © 2013 - Tim Peter & Associates
  • 2. © 2013 - Tim Peter & Associates
  • 3. The  future... © 2013 - Tim Peter & Associates
  • 4. ...is  overrated © 2013 - Tim Peter & Associates
  • 5. “We  always   overes;mate  the   change  that  will   occur  in  the  next   two  years...”   -­‐  Bill  Gates © 2013 - Tim Peter & Associates
  • 6. Let’s  take  a  journey   into  the  past... © 2013 - Tim Peter & Associates
  • 7. October,  1980: IBM  buys  MicrosoP © 2013 - Tim Peter & Associates
  • 8. January,  1999 Excite  buys  Google  for   $750,000 © 2013 - Tim Peter & Associates
  • 9. November,  2001 Sony  introduces  MP3  player   and  first  online  MP3  store © 2013 - Tim Peter & Associates
  • 10. June,  2006 NBC  buys  YouTube © 2013 - Tim Peter & Associates
  • 11. January,  2007 MicrosoP  introduces   WPhone © 2013 - Tim Peter & Associates
  • 12. Today:   Market  dominance! © 2013 - Tim Peter & Associates
  • 13. Today:   Market  dominance! PC’s: © 2013 - Tim Peter & Associates
  • 14. Today:   Market  dominance! PC’s: Mobile: / © 2013 - Tim Peter & Associates
  • 15. Today:   Market  dominance! PC’s: Mobile: / Music: © 2013 - Tim Peter & Associates
  • 16. Today:   Market  dominance! PC’s: Television  &   Online  Video: Mobile: / Music: © 2013 - Tim Peter & Associates
  • 17. Today:   Market  dominance! PC’s: Television  &   Online  Video: Mobile: / Internet   search: Music: © 2013 - Tim Peter & Associates
  • 18. Today:   Um... Market  dominance! PC’s: No Television  &   Online  Video: Mobile: / Internet   search: Music: © 2013 - Tim Peter & Associates
  • 19. not ^ The  future  is  over-­‐rated © 2013 - Tim Peter & Associates
  • 20. “We  always   overes;mate  the   change  that  will  occur   in  the  next  two  years   and  underes)mate   the  change  that  will   occur  in  the  next   ten.”  -­‐  Bill  Gates © 2013 - Tim Peter & Associates
  • 21. “The  future  is  already   here...  it’s  just  not   evenly  distributed.” © 2013 - Tim Peter & Associates
  • 22. “Informa;on   overload” © 2013 - Tim Peter & Associates
  • 23. “Informa;on  overload” Alvin  Toffler,  “Future  Shock” 1970 © 2013 - Tim Peter & Associates
  • 24. “Man  without  technology...  is  not  man”   Ortega  y  Gasset © 2013 - Tim Peter & Associates
  • 25. “Man  without  technology...  is  not  man”   Ortega  y  Gasset  (1939) © 2013 - Tim Peter & Associates
  • 26. Cost  of  Compu;ng Processor 2  GHz  dual  core Memory 2  GB Storage 120  GB Screen  resolu;on 1024x768 Movies Yes Wifi 802.11  a/b/g Bluetooth Op;onal  (Extra  cost) Camera Op;onal  (Extra  cost) © 2013 - Tim Peter & Associates
  • 27. Cost  of  Compu;ng Processor 2  GHz  dual  core Memory 2  GB Storage 120  GB Screen  resolu;on 1024x768 Movies Yes Wifi 802.11  a/b/g Bluetooth Op;onal  (Extra  cost) Camera Op;onal  (Extra  cost) Weight 8.9  pounds Ba)ery  Life 2.5  hours Cost $1,100  ($3,000  with  opBons) © 2013 - Tim Peter & Associates
  • 28. Cost  of  Compu;ng Processor 2  GHz  dual  core 1.5  GHz  dual  core Memory 2  GB 2  GB Storage 120  GB 32  GB  +  cloud Screen  resolu;on 1024x768 1280x768 Movies Yes Yes  (internal  or  streaming) Wifi 802.11  a/b/g 802.11  a/b/g/n Bluetooth Op;onal  (Extra  cost) Yes Camera Op;onal  (Extra  cost) 8  MP Weight 8.9  pounds 0.3  pounds Bajery  life 2.5  hours 7.75  hours Cost $1,100  ($3,000  with  op;ons) $  629  ($99.99  w/  contract) © 2013 - Tim Peter & Associates
  • 29. March  6,  1983:   First  commercial   mobile  phone  &   network © 2013 - Tim Peter & Associates
  • 30. Guess  when   Gen  Y  was   born © 2013 - Tim Peter & Associates
  • 31. © 2013 - Tim Peter & Associates
  • 32. © 2013 - Tim Peter & Associates
  • 33. © 2013 - Tim Peter & Associates
  • 34. © 2013 - Tim Peter & Associates
  • 35. © 2013 - Tim Peter & Associates
  • 36. © 2013 - Tim Peter & Associates
  • 37. © 2013 - Tim Peter & Associates
  • 38. © 2013 - Tim Peter & Associates
  • 39. © 2013 - Tim Peter & Associates
  • 40. © 2013 - Tim Peter & Associates
  • 41. © 2013 - Tim Peter & Associates
  • 42. © 2013 - Tim Peter & Associates
  • 43. © 2013 - Tim Peter & Associates
  • 44. © 2013 - Tim Peter & Associates
  • 45. © 2013 - Tim Peter & Associates
  • 46. © 2013 - Tim Peter & Associates
  • 47. © 2013 - Tim Peter & Associates
  • 48. © 2013 - Tim Peter & Associates
  • 49. © 2013 - Tim Peter & Associates
  • 50. © 2013 - Tim Peter & Associates
  • 51. © 2013 - Tim Peter & Associates
  • 52. © 2013 - Tim Peter & Associates
  • 53. Stupid,  but  useful  word  for  today... “SoLoMo” © 2013 - Tim Peter & Associates
  • 54. Or... “SoLoMoPho” © 2013 - Tim Peter & Associates
  • 55. © 2013 - Tim Peter & Associates
  • 56. 2+  million  search   queries © 2013 - Tim Peter & Associates
  • 57. Starbucks 280  mobile   payments © 2013 - Tim Peter & Associates
  • 58. 30  hours  of  video   uploaded © 2013 - Tim Peter & Associates
  • 59. 100,000  tweets © 2013 - Tim Peter & Associates
  • 60. 208,000  photos   uploaded © 2013 - Tim Peter & Associates
  • 61. © 2013 - Tim Peter & Associates
  • 62. June,  2011:  “ The  Special  Rapporteur  [of  the   United  Na;ons]  considers  cupng  off  users   from  internet  access,  regardless  of  the   jus;fica;on  provided...  to  be...  a  viola;on  of   ar;cle  19,  paragraph  3,  of  the  Interna;onal   Covenant  on  Civil  and  Poli;cal  Rights.” © 2013 - Tim Peter & Associates
  • 63. “The  web  is  like   electricity.  It's  just  there.”   Eric  Schmidt © 2013 - Tim Peter & Associates
  • 64. WSJ:  “...as  many  as   one-­‐third  of  the   na;on's  [bank]   branches  now  may  be   unprofitable” © 2013 - Tim Peter & Associates © 2013 - Tim Peter & Associates
  • 65. © 2013 - Tim Peter & Associates
  • 66. 7,000 6.1  Billion 6,000 5,000 4,000 3,000 2,000 1,000 953  Million 0 Total  Subscriptions  -­‐  Q4  2011 Smartphone Mobile  phone Source:  Mary  Meeker  &  Liang  Wu  hjp://www.scribd.com/doc/95259089/KPCB-­‐Internet-­‐Trends-­‐2012 © 2013 - Tim Peter & Associates
  • 67. X 7,000 6.1  Billion 6,000 5,000 4,000 3,000 2,000 1,000 953  Million 0 Total  Subscriptions  -­‐  Q4  2011 Smartphone Mobile  phone Source:  Mary  Meeker  &  Liang  Wu  hjp://www.scribd.com/doc/95259089/KPCB-­‐Internet-­‐Trends-­‐2012 © 2013 - Tim Peter & Associates
  • 68. More  people  own  mobile   phones  than  own  toothbrushes © 2013 - Tim Peter & Associates
  • 69. © 2013 - Tim Peter & Associates
  • 70. Business  travelers   carrying  mobile   phones:  95% © 2013 - Tim Peter & Associates
  • 71. Business  travelers   carrying  tablets:  64% © 2013 - Tim Peter & Associates
  • 72. You  actually  host   more  devices  than   passengers  or  guests © 2013 - Tim Peter & Associates
  • 73. © 2013 - Tim Peter & Associates
  • 74. 44%  of  all  cell  users • 40%  of  those  35-­‐44 • 50%  of  smartphone  users • 60%  of  those  18-­‐34 © 2013 - Tim Peter & Associates
  • 75. © 2013 - Tim Peter & Associates
  • 76. © 2013 - Tim Peter & Associates
  • 77. Overall  mobile  use 100% 75% 48% 50% 36% 28% 25% 20% 0% Travel  Research Travel  Booking 2013 2015 Source:  Google/Ipsos  MediaCT  -­‐  U.S.  August  2012 © 2013 - Tim Peter & Associates
  • 78. Leisure  travelers  shop... 100% 96% 94% 75% 50% 32% 31% 24% 25% 18% 17% 0% 0% Home  Computer Business  Computer Mobile  Phone Tablet 2010 2012 Source:  Google/Ipsos  MediaCT  -­‐  U.S.  August  2012 © 2013 - Tim Peter & Associates
  • 79. Business  travelers  shop... 100% 86% 76% 76% 75% 65% 51% 50% 40% 30% 25% 0% 0% Home  Computer Business  Computer Mobile  Phone Tablet 2010 2012 Source:  Google/Ipsos  MediaCT  -­‐  U.S.  August  2012 © 2013 - Tim Peter & Associates
  • 80. Mobile  travel  revenues $10B $8.0B $8B $5B $2.6B $3B $0B USD  (Billions) 2011 2013 Source:  US  Mobile  Travel  Spend,  PhoCusWright  -­‐  March,  2012 © 2013 - Tim Peter & Associates
  • 81. 100% 75% 50% 42% 33% 30% 25% 25% 17% 0% Total  Hospitality Restaurant Ground Airfare Rail Use  of  Mobile  Payments Source:  eMarketer  hjp://www.emarketer.com/Ar;cle/Mobile-­‐Payments-­‐Offer-­‐Travelers-­‐Convenience-­‐Uptake-­‐Slow/1009180 © 2013 - Tim Peter & Associates
  • 82. © 2013 - Tim Peter & Associates
  • 83. $8  billion © 2013 - Tim Peter & Associates
  • 84. $8  billion  /  $800  billion  =  1% © 2013 - Tim Peter & Associates
  • 85. Your   customer’s   journey... © 2013 - Tim Peter & Associates
  • 86. Booking © 2013 - Tim Peter & Associates
  • 87. Dreaming © 2013 - Tim Peter & Associates
  • 88. Discovery © 2013 - Tim Peter & Associates
  • 89. Planning © 2013 - Tim Peter & Associates
  • 90. Booking © 2013 - Tim Peter & Associates
  • 91. On  the  way © 2013 - Tim Peter & Associates
  • 92. Stay © 2013 - Tim Peter & Associates
  • 93. Post-­‐stay © 2013 - Tim Peter & Associates
  • 94. 30 22.5 15 7.5 0 2010 2011 Sites  Visited  -­‐  All  E-­‐commerce © 2013 - Tim Peter & Associates
  • 95. © 2013 - Tim Peter & Associates 30 22.5 15 7.5 0 2010 2011 Sites  Visited  -­‐  All  E-­‐commerce Sites  Visited  -­‐  Travel Source:  Google  hjp://www.thinkwithgoogle.com/insights/featured/five-­‐stages-­‐of-­‐travel/  &  hjp://www.thinkwithgoogle.com/insights/library/studies/the-­‐zero-­‐moment-­‐of-­‐truth-­‐macro-­‐study/
  • 96. Hours  spent   shopping/booking  travel 70% 60% 50% 40% 30% 20% 10% 0% 1-­‐2 3-­‐4 5-­‐6 7-­‐8 8+ Leisure  Traveler Business  Traveler Source:  IBM  Ins;tute  for  Business  Value  Analysis  September  2010 © 2013 - Tim Peter & Associates
  • 97. © 2013 - Tim Peter & Associates
  • 98. © 2013 - Tim Peter & Associates
  • 99. © 2013 - Tim Peter & Associates
  • 100. © 2013 - Tim Peter & Associates
  • 101. Hotel  guests  expect  stay  to  be   personalized  around  set  of  choices  made   at  the  ;me  of  booking/prior  to  arrival 70% 60% 50% 40% 30% 20% 10% 0% Strongly  Agree Agree Disagree Strongly  Disagree Source:  Amadeus/Fast  Future  Hotels  2020  Report  (March  2011) © 2013 - Tim Peter & Associates
  • 102. Next  5-­‐10  years 86%  agreed  that  by  2020,  personaliza)on  will  have   been  embraced  wholeheartedly  by  the  sector  and   that  ‘customers  will  have  the  ability  to  choose  the   size  of  room,  type  of  bed,  ameni)es,  audio-­‐visual   facili)es,  business  equipment,  etc.  on  booking  and   pay  accordingly’ Source:  Amadeus/Fast  Future  Hotels  2020  Report  (March  2011) © 2013 - Tim Peter & Associates
  • 103. Task-­‐oriented Contextual © 2013 - Tim Peter & Associates
  • 104. Situa;on  vs.  device 42%  of  tablet  use  while  watching   TV Defining  “mobile” © 2013 - Tim Peter & Associates
  • 105. Context: Defining  “mobile” “Where  u  @,”  al;tude,  speed © 2013 - Tim Peter & Associates
  • 106. Context: Defining  “mobile” Past  ac;ons,  history,  selected   preferences © 2013 - Tim Peter & Associates
  • 107. Context: Defining  “mobile” Assumed  aptudes  based  on  situa;on   and  ac;ons © 2013 - Tim Peter & Associates
  • 108. © 2013 - Tim Peter & Associates
  • 109. © 2013 - Tim Peter & Associates
  • 110. © 2013 - Tim Peter & Associates
  • 111. © 2013 - Tim Peter & Associates
  • 112. © 2013 - Tim Peter & Associates
  • 113. © 2013 - Tim Peter & Associates
  • 114. © 2013 - Tim Peter & Associates
  • 115. © 2013 - Tim Peter & Associates
  • 116. © 2013 - Tim Peter & Associates
  • 117. Priceline  mobile  bookings  -­‐  Valen;ne’s  Day,  2013 26% 74% Within  24  hours  of  arrival More  than  24  hours  in  advance Source:  Priceline.com,  February  2013 © 2013 - Tim Peter & Associates
  • 118. Opportuni;es  to  improve © 2013 - Tim Peter & Associates
  • 119. Opportuni;es  to  improve © 2013 - Tim Peter & Associates
  • 120. Opportuni;es  to  improve © 2013 - Tim Peter & Associates
  • 121. © 2013 - Tim Peter & Associates
  • 122. Significant   increase  in   visits/spend © 2013 - Tim Peter & Associates
  • 123. Disney  MyMagic+   “;ckets” © 2013 - Tim Peter & Associates
  • 124. Nike+  and   Fuel  Band © 2013 - Tim Peter & Associates
  • 125. W  Hotels   curated  music   mixes © 2013 - Tim Peter & Associates
  • 126. What’s  next? Distance,  floor  in  building,  aisle,  what   direc;on Light,  dark,  ;me  of  day Gesture-­‐based  control  (Xbox  Kinect  or  Wii) Biometrics  (Are  you  excited?  Confused?) © 2013 - Tim Peter & Associates
  • 127. Ques;ons? © 2013 - Tim Peter & Associates
  • 128. Your   customer’s   journey © 2013 - Tim Peter & Associates
  • 129. © 2013 - Tim Peter & Associates
  • 130. not ^ The  future  is  over-­‐rated © 2013 - Tim Peter & Associates
  • 131. Thank  you Web: ;mpeter.com Phone: +1-­‐201-­‐305-­‐0055 Email: ;m@;mpeter.com Twijer: twijer.com/tcpeter