Explains why the current travel management paradigm is a dead end. Introduces the Total Cost of Travel concept, and explains how to apply this to better manage the travel category.
Desribes two frameworks for managing corporate travel.
Trip Friction is tClara's way of measuring traveler wear and tear, such that a travel manager or HR leader can pre-empt travel-related burnout risks.
Open Booking shifts much more responsibility to the traveler and the travel budget owner, while requiring travelers to book in ways that provide their booking data to their employers quickly.
Too much travel causes valuable employees to burn out. tClara describes its process for predicting traveler attrition before it happens - and what companies can do to prevent it.
This corporate travel industry needs a better model for managing business travel costs. The Total Cost paradigm includes the costs of traveler wear and tear, which fundamentally changes the mission of corporate travel management.
Explains the limitations of today's approach to managing business travel, and offers a better model. Based on the total cost of travel concept, this deck shows why we must measure trip quality and road warrior retention.
Trip Friction is tClara's method for measuring traveler wear and tear. Too much travel can cause significant HR-related costs. Learn more about Trip Friction and how to use it to deliver more value to travelers, travel programs and their businesses.
Desribes two frameworks for managing corporate travel.
Trip Friction is tClara's way of measuring traveler wear and tear, such that a travel manager or HR leader can pre-empt travel-related burnout risks.
Open Booking shifts much more responsibility to the traveler and the travel budget owner, while requiring travelers to book in ways that provide their booking data to their employers quickly.
Too much travel causes valuable employees to burn out. tClara describes its process for predicting traveler attrition before it happens - and what companies can do to prevent it.
This corporate travel industry needs a better model for managing business travel costs. The Total Cost paradigm includes the costs of traveler wear and tear, which fundamentally changes the mission of corporate travel management.
Explains the limitations of today's approach to managing business travel, and offers a better model. Based on the total cost of travel concept, this deck shows why we must measure trip quality and road warrior retention.
Trip Friction is tClara's method for measuring traveler wear and tear. Too much travel can cause significant HR-related costs. Learn more about Trip Friction and how to use it to deliver more value to travelers, travel programs and their businesses.
After 20 years of professional management, the corporate travel category has reached the point of diminishing returns. It needs to explore new frontiers, ones that use new technologies and new principles. This deck describes those new frontiers.
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Our key finding? Planning is personal. The majority of people book their own trips. And most of them (57%) start on search engines. Travel booking sites are a distant second (13%) and only 2% of today’s vacation-takers use travel agents.
Get "The Great American Vacation Study: How Travelers Seek, Shop and Save" report now to take a deep dive into how to disrupt their consumers' paths to purchase and, ultimately, get travelers to book more with you.
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BTO 2015 Side TWO | Giovedì 3 dicembre
#1 Focus Hall
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14.20 : 15.10
http://www.buytourismonline.com
http://www.buytourismonline.com/eventi/tripadvisor/
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Introduzione, moderazione e conclusioni
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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
MMGY Global’s recent release of the 2015 Portrait of American Travelers® (POAT) revealed emerging shifts in the travel habits and intentions of Americans that call into question several prevailing beliefs maintained by industry marketers. The results also have significant implications for the manner in which the industry markets its products, and the way in which consumers are likely to respond.
Peter Yesawich, one of the most respected and insightful sources on the habits and preferences of American travelers, joins DMAI to take a deeper dive into the findings.
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.
Tnooz-TripAdvisor webinar - Reputation management and beyondKevin May
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.
After 20 years of professional management, the corporate travel category has reached the point of diminishing returns. It needs to explore new frontiers, ones that use new technologies and new principles. This deck describes those new frontiers.
The great american vacation study how travelers seek shop and saveparago
Of Americans who take leisure travel, over 90% are vacationing at least once a year. In this study, we explored how these consumers research, plan and schedule their vacations, including how they decide where to go, who goes with them — and, ultimately, how they choose which airlines, hotels, resorts and cruises to book.
Our key finding? Planning is personal. The majority of people book their own trips. And most of them (57%) start on search engines. Travel booking sites are a distant second (13%) and only 2% of today’s vacation-takers use travel agents.
Get "The Great American Vacation Study: How Travelers Seek, Shop and Save" report now to take a deep dive into how to disrupt their consumers' paths to purchase and, ultimately, get travelers to book more with you.
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
Presentation by TripAdvisor to the Connecticut Lodging Association on how to maintain your online reputation through actively following and responding to online comments.
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
MMGY Global’s recent release of the 2015 Portrait of American Travelers® (POAT) revealed emerging shifts in the travel habits and intentions of Americans that call into question several prevailing beliefs maintained by industry marketers. The results also have significant implications for the manner in which the industry markets its products, and the way in which consumers are likely to respond.
Peter Yesawich, one of the most respected and insightful sources on the habits and preferences of American travelers, joins DMAI to take a deeper dive into the findings.
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.
Tnooz-TripAdvisor webinar - Reputation management and beyondKevin May
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.
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Trip Friction is tClara's way of measuring traveler wear and tear. This unique measure gives travel manaers and HR executives new ways to identify and reduce travel-related turnover among road warriors.
Will technology enhance or destroy the corporate’s hotel-travel policy?tnooz
When thinking about hotels, the travel manager is constantly challenged to balance the needs of the company with the needs of the traveler colleague.
Corporate travelers, like their leisure counterparts, are increasingly looking beyond the large hotel chains for:
a different guest experience
combining the business trip with a leisure component
a hotel closer to their business destination
more bang for their per diem buck.
In this webinar, experts from Travelport and ACTE will discuss:
key realities of the corporate travel industry today
specific challenges facing the travel manager
the evolving roles of the travel management company and the GDS
how technology is shaping the future of corporate travel.
Panelists for the webinar are:
James Lemon, head of strategy for hotel, car and advertising, Travelport
Kurt Knackstedt, president, Association of Corporate Travel Executives
Maria Chevalier, travel consultant
Kevin May, editor and moderator, Tnooz
Gene Quinn, CEO and producer, Tnooz
This webinar will took place on Thursday 15 May 2014
Business travel is essential to growing your business—whether for building your network, or having a face-to-face meeting with that dream client, a work trip can mean the difference between a good year and a great one.
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LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
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Total Cost of Travel: More Trips, or Better Trips?
1. Travel Data Made Brighter
A Gillespie+Diio Venture
Total Cost: a New Travel
Management Paradigm
More trips, or better trips?
2. About Scott Gillespie
Leading expert in corporate travel analytics, travel
procurement and Managed Travel 2.0
Managing Director of tClara, a travel data
consultancy
Speaker and trainer at worldwide travel industry
events
Former Founder and CEO of Travel Analytics (now
Concur)
Former AT Kearney principal and travel sourcing
leader
MBA, Univ. of Chicago
3. Where we’re headed today
Call to Action for Buyers and Suppliers
The Path Forward for Travel Managers
Quantifying Traveler Wear and Tear
The Total Cost Paradigm
The Need for a New Travel Paradigm
4. Four Major Travel
Management Paradigms
Profit
Center
paradigm
• Commissions
funded TM costs
• Limited cost
pressure or cost
controls
• Goal: happy
travelers
Transaction
Cost
paradigm
• Professional TM
practices
• Procurement-
led focus on
supplier pricing
• Goal: reduce
transaction
costs
Total
Cost
paradigm
• Recognizes
cost of traveler
wear and tear
• Includes HR
and travel budget
owners
• Goal: true cost
optimization
Total
Impact
paradigm
• Understands
how to maximize
a trip’s value
• Predicts best
use of travel
spend
• Goal: true
travel ROI
optimization
1995 2015 2030?Pre-1995
4
5. After 20 years of professional travel category
management, best practices are well known:
5
Consolidate TMCs
Consolidate T&E card programs
Consolidate travel data and reporting
Apply strategic sourcing principles
Comply with duty of care
Use KPIs and benchmarking
80+ % online adoption
90+ % travel policy compliance
Focus on negotiated savings
Procurement principles have led the way
5
6. Transaction Costs,
e.g., airfare, hotel
Trip Quality
(Travel Policy)
5 Star 1 Star
High
Trip
Costs
Trip costs from suppliers depend highly
on the trip’s quality
6
7. High
Trip
Costs
Human Cost, or
Traveler Friction
• Lost productivity
• Reluctance to travel
• Negative impacts on
recruiting & retention
•Traveler health, safety
issues
But tougher travel policies make
travelers take on more wear and tear
Transaction Costs,
e.g., airfare, hotel
7
5 Star 1 Star
Trip Quality
(Travel Policy)
8. Companies want the lowest total trip cost,
which is a truly optimized travel program
Total Trip
Cost
5 Star 1 Star
Optimal
High
Trip
Costs
Human Cost, or
Traveler Friction
Transaction Costs,
e.g., airfare, hotel
8
Trip Quality
(Travel Policy)
9. Transaction Costs,
e.g., airfare, hotel
5 Star 1 Star
High
Trip
Costs
But procurement focuses on the
transaction cost because it is easy to
measure and fits their definition of savings
9
Trip Quality
(Travel Policy)
10. High
Trip
Costs
Transaction Costs
5 Star 1 Star
Human Cost, or
Traveler Friction
HR’s goal is to minimize the human cost. But HR’s
fact base sucks, so HR costs often appear low.
Procurement wins, forcing tougher travel policies
10
Trip Quality
(Travel Policy)
11. The result?
Success is seen as constantly
lowering suppliers’ transaction costs
Call this the “Transaction Cost” paradigm
11
12. The transaction cost paradigm has
served the industry well, but now…
• Returns on travel management are small
and diminishing – and not sustainable
• Suppliers chafe at heavy focus on price
rather than value
• Transaction cost management offers no
strategic value, and
• It offers travel managers a limited career
path
12
The transaction cost paradigm locks
travel management in a low-value future
12
14. The travel industry needs a new
paradigm – one that:
Delivers quantifiable value to buyers
Gains significant support from suppliers
Brings important stakeholders into play
Elevates the role of travel managers
14
The Total Cost of Travel paradigm
meets all these criteria
14
15. Good news: Procurement
understands the total cost concept
• U.S. auto industry adopted Total Cost of Quality
in the 80s
• IT and Procurement functions adopted Total
Cost of Ownership in the 90s
– Fleet procurement considers capital costs, fuel
economy, maintenance costs, insurance costs, and
safety ratings
1515
Why not do the same thing in travel?
16. The Total Cost of Travel paradigm
Goal: Minimize the total cost of travel,
including quantifiable traveler wear and tear
Principles
1. Get budget owners to set traveler-related goals;
e.g., recruiting, retention, health and safety, etc.
2. Get Procurement and HR to agree on metrics for
tracking costs of traveler wear and tear
3. Then travel managers provide travel strategy
plans that link to traveler-related goals
4. Monitor goals and total travel costs, and adjust
travel strategies accordingly
16
17. Illustrative traveler-related goals
for an EVP of Sales
Productivity
Health &
SafetyRecruiting
Reduce
time to fill
open road
warrior
positions
by two
weeks
Retention
Reduce
road
warrior
turnover
from 12%
per year
to 4%
Increase
sales
among
road
warriors
by 5%
Reduce
work days
lost by
road
warriors
by 10%
How can travel managers help
achieve these goals?
17
18. By developing robust travel policies
and travel cultures
Travel Policy Levers
• Cabin policy
• Connection policy
• Flight time windows
• Ticket flexibility
• Days advance purchase
• Preferred suppliers
• Ground transport policy
• Expense reimbursements
Travel Culture Levers
• Day of week travel guidelines
• Time of day travel guidelines
• Trip duration guidelines
• Recovery days, time in lieu
• Trip hardship allowances
• “Back home” support
• Booking, en-route support
• Expense report support
• Mobile app support
• Traveler recognition
• Job modification, relocation
18
20. 20
The travel industry is starting to quantify
the HR costs of traveler wear and tear
• CWT’s Traveler Stress Index
• BP’s focus on traveler safety
• Accenture’s 3/4/5 travel policy
• tClara’s Trip Friction® scoring method
20
21. tClara quantifies Trip Friction®
6-hour red-eye flight,
with a 4-hour layover,
connecting on a
regional jet,
both legs in Coach,
arriving home on
Saturday morning,
after 5 nights away
Trip B
6-hour non-stop in
Business Class,
arriving home on
Friday afternoon,
after 2 nights away
Trip A
300
Trip Friction
Points
21
22. Traveler wear and tear is highly concentrated
among the top 5% of all travelers
22
22
23. Traveler wear and tear is highly concentrated
among the top 5% of all travelers
23
23
24. Trip Friction is clearly correlated
with higher road warrior turnover
24
3% 3%
6%
10%
16%
Low Trip
Friction
Moderate
Trip
Friction
Fairly High
Trip
Friction
High Trip
Friction
Very High
Friction
Illustrative Traveler Attrition Rates
Source: tClara studies covering ~3,900 travelers from multiple clients over a multi-year period
Travel-
related
Turnover
24
26. Travel managers who use the Total Cost paradigm
will acquire strategic functions, like HR has
Travel Management
• Supplier sourcing
• Supplier management
• Agency operations,
traveler support
• Duty of care, risk mgmt.
• Policy communication
and enforcement
Human Resources
• Recruiting
• Talent management
• Payroll and benefits
administration
• Legal and Compliance
• Employee relations
• Organization design
• Compensation design
• Retention strategies
• Workforce planning
• Travel strategy design
• Road warrior recruiting
and retention strategies
Strategic Functions
Tactical Functions
26
27. More Relationships = More Influence
27
Travel Manager
Road Warriors
Finance,
Procurement
Travel Budget
Owners
Human
Resources
28. How well do you
really understand
your road warriors?
28
Nights away from home?
Hours on a plane?
Personal time used for
traveling?
Major frustrations with
business travel?
Biggest “ask” to make their
lives easier?
29. Road Warrior* Benchmarks
*Top 5% of all travelers by Trip Friction points
Selected Trip Friction Metric U.S. –based
Travelers
Nights Away per Year… 68
… of Which Are Weekend Nights 10
Flight Hours per Year 214
Share of Flight Hours Booked in
Economy Class
82%
Share of Flight Hours on Personal
Time (not 8am-6pm, M-F)
65%
Time Zones Crossed per Year 88
Source: tClara’s U.S. Mid-Market Trip Friction Database
29
32. 32
Step 1 – Identify two cohorts of travelers
2,309
1,539
2,309
3,078
2,309
1,539 1,539
770
Very Low Low Fairly
Low
Moderate
(Middle
20%)
Fairly
High
High Very HighExtremely
High
Travelers by Trip Friction Category
Top 15%
34. 34
Travel Impact
Metrics
Turnover
Engagement Scores
Health Costs
Sales
Productivity
Customer Satisfaction
High Friction
Cohort’s
Differences
+12%
-11%
+7%
-12%
-8%
+15%
Step 3 - Then test for differences between
the two cohorts
HR
Business
35. Step 4 - Engage the travel budget owner
You: “What’s an acceptable turnover rate among
your most frequent travelers?”
EVP: “4 or 5% - that’s what I budgeted for.”
You: “The current rate is 12%. Let’s discuss
some options in terms of travel policies and travel
culture that could reduce the turnover rate.”
35
36. “Meanwhile, let’s talk about which of
your road warriors are about to quit.”
36
0
10
20
30
40
50
Jan Feb Mar AprMayJun Jul AugSep Oct NovDec
Number of Travelers Who
Quit
Forecast Actual Goal
Traveler Risk
Score
Risk
Trend
D. Okamoto 10
Z. Pinkston 10
A. Eagan 10
B. Haapala 10
R. Lunn 9
J. Toon 9
R. Rollman 9
K. Maier 8
D. Kephart 8
36
37. The Total Cost of Travel paradigm
Goal: Minimize the total cost of travel,
including quantifiable traveler wear and tear
Principles
1. Get budget owners to set traveler-related goals;
e.g., recruiting, retention, health and safety, etc.
2. Get Procurement and HR to agree on metrics for
tracking traveler wear and tear costs
3. Travel managers then provide travel strategy
plans linked to the traveler-related goals
4. Monitor goals and total travel costs, and adjust
travel strategies accordingly
37
38. Calls to Action
Buyers
• Find your road warrior turnover rate
• Discuss the Total Cost paradigm with travel
budget owners
• Ask what their traveler-related goals should
be, and show how a travel strategy can help
Suppliers
• Re-frame your value proposition
• Find credible research that supports it
• Make it easier for buyers to quantify your
true value
38