How Hospitality Industry Is Becoming SoLoMo

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How Hospitality Industry Is

Becoming SoLoMo

01

Why the hospitality industry needs to become Social, Local & Mobile?

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01a

3 reasons

Social and mobile apps can help create interactions to

remove customer hassles and get more value from the

stay.

•Mobile apps for booking/ reservations

•iPad apps for getting concierge services

•Food guide apps

•4D Augmented Reality theme parks

•iPad apps to control electronic devices in hotel rooms

1. Enrich customer experience 2. Create and spread customer stories

•

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Social and mobile apps can help create a positive word

of mouth and make these customer stories viral:

•Facebook apps for spreading customer experiences

•Picture contests

•Customer story campaigns

•Customer support with social channels

3. Generate customer data

Social tools integrated with customer analytics can

create immense value for hospitality industry

•Understand customer behavior for your business

•Get customer feedback

02

Hotels

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02a

Hotels using

mobile apps

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02a.1

KitchenCookbook

IHG

http://itunes.apple.com/us/app/intercontinental-kitchen-cookbook/id453034407?ls=1&mt=8

This mobile app

promotes the brand’s

gourmet thought

leadership

The app allows

customers to search

and create recipes

prepared by executive

chefs of the hotel and

share them with their

network.

02a.2

Concierge Apps

IHG

http://itunes.apple.com/us/app/concierge-insider-guides/id403370724?mt=8

Intercontinental Hotels

Group has built another

customer mobile app

called the ‘Concierge

Insider Guide’.

The app helps

customers get

recommended places to

visit, see video tours,

get inside tips etc

02a.3

App for Bookings And CRMCrowne Plaze

http://itunes.apple.com/us/app/priority-club-rewards/id368217298?mt=8

Mobile app to facilitate

room bookings and

loyalty programs.

Customers can book

rooms with their mobile

phones, redeem points

for stays and get their

entire loyalty program

managed with a single

app.

02a.4

Loyalty App

Marriott

http://itunes.apple.com/us/app/marriott-international/id455004730?ls=1&mt=8#

The app helps you

manage reward points,

find hotels and make

reservations with your

mobile phone

02a.5

GamifiedLoyalty AppAccor Hotels

http://www.facebook.com/AClubofficial?sk=app_156980291047774

Accor Hotels have

integrated their mobile

app with Facebook

Places

Users can check into

the hotels to earn points

and unlock exclusive

batches and rewards.

02b

Hotels using

experience apps

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02b.1

Luxury Experience AppsPlaza Hotel

http://luxurysociety.com/articles/2011/03/how-the-luxury-industry-is-using-the-ipad

New York’s Plaza hotel

provides an integrated

luxury experience with

iPads.

The app on iPads

present in every room

can be used to control

room temperature and

lighting, order room

service, request wake

up calls and get

concierge services

02b.2

E-Butler App

St. Regis

http://itunes.apple.com/us/app/st-regis-e-butler/id398920814?mt=8

St. Regis’ ‘E-Butler’ app

gives the guest access

to communicate to

chefs and get

recommendations for

food, restaurants and

sites from city

celebrities and experts

02b.3

iPad apps for ConciergeHoliday Inn

http://www.psfk.com/2010/07/10-innovative-uses-of-the-ipad-by-the-hospitality-industry.html

Holiday Inn is equipping

its concierges with

iPads to provide better

tours of hotels

02b.4

iPad Apps For Food RecosNaples Tomato

http://www.naplestomato.com/personal-sommeliers-1/

Naples Tomato is using

an iPad app to

recommend wines and

food to its customers.

02c

Hotels using

Facebook apps

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02c.1

Story Apps

Holiday Inn

http://apps.facebook.com/hi-staysocial/

Holiday Inn Hotel has

built a Facebook App to

curate and showcase

customer stories for the

Hotel

02c.2

Facebook Contests AppHilton

http://apps.facebook.com/hiltongrammyscontest/contests/181877/voteable_entries?view_entries=1

Hilton launched a

Facebook contest for

music lovers

The app asked

participants to submit

stories of their musical

adventure and the most

voted entry by the fans

won a trip to Grammy’s.

02c.3

Facebook Commerce AppsHome2Suites

http://www.facebook.com/Home2Suites?sk=app_7146470109

Home2Suites’

Facebook app helps

customer make

bookings from

Facebook

Most of such apps

today lack the ability to

make payments without

leaving Facebook.

02d

Hotels using

blogs and online

communities

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02d.1

Blog Based Press Room

Marriott

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Marriott has built a blog

based press room for a

quick and social news

publishing.

02d.2

Blogs For Industry Thought LeadershipMarriott

http://www.jwexperts.marriott.com/

Marriott also runs a

CEO’s blog and

Expert’s blog on food,

fitness, wellness and

travel to establish its

industry

thoughtleadership

02d.3

Blogs Based Commu-nitiesRenaissance Hotel

http://www.therenaissancelife.com/

Renaissance Hotels

manage the RLife blog

that focuses on lifestyle,

luxury and travel.

Similarly, Courtyard

Hotels manage the

‘Connections’ blog – a

blog based community

of travel enthusiasts

02d.4

Blogs Based Commu-nitiesFour Seasons

http://family.fourseasons.com/

Four Seasons uses

blogs to engage people

with families around

travel.

Their blog - Have

family..will travel-

publishes information

on having fun with

families on vacations

and outings

02d.5

Online Community

Wyndham

http://www.womenontheirway.com/

Wyndham Hotel Group

run an online

community for women

travelers called ‘Women

on their way’

The community

facilitates travelling tips,

advice and

conversations among

members

02d.6

Online Community

Marriott

www.rewards-insiders.marriott.com/welcome

Marriott runs a very

active traveller

community for members

of its rewards program.

02d.7

Online Community

Four Seasons

http://www.fourseasonsfoodies.com/

Four Seasons has built

a community for foodies

called the ‘Four

Seasons Foodies’

02d.8

Online Community

Sheraton

http://www.sheratonbetterwhenshared.com/

Sheraton better when

shared – a showcase of

customer stories around

travel and living

02e

Hotels using

social media

campaigns

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02e.1

Video Tours

Hilton

http://www.youtube.com/user/HiltonCaribbean

Hilton uses YouTube to

create video tours of its

various resorts

02e.2

Concierge Services with Twitter

Hyatt

https://twitter.com/#!/HyattConcierge

Hyatt provides Twitter

concierge services with

the sole objective of

helping people in their

travel queries

02e.3

Misc. social media campaigns

Accor Hotels

Accorhotels.com

Accor Hotels launched

the ‘A-Club social media

project’

Accor’s social media

team researched about

their customers on the

open social media

channels (Twitter, blog

posts etc) and based on

the research treated

their customers with

surprise gifts on their

next arrival to the hotel.

03

Theme Parks

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03a

RFID wrist bands

Great Wolf Resort

Theme parks like Great

Wolf Resort are using

RFID wristbands to

allow visitors post their

photos and update their

status messages on

Facebook

03b

4D theme parks

Live Park

http://www.springwise.com/entertainment/south-korea-kinect-rfid-power-augmented-reality-theme-park/

The Live Park uses

Kinect and RFID to get

its visitors become an

avatar in a 4D

adventure

03c

Augmented Reality Campaigns

Disney Land

http://www.cnet.com.au/disney-magic-brings-new-york-alive-339326693.htm

Disney launched an AR

campaign in New York

City

The AR campaign

application made

possible for consumers

to interact, dance and

move with Disney

characters on the TV

screen

03d

Story Campaigns

Disney Land

http://memories.disneyparks.disney.go.com/

Disney’s – Let the

memories begin-

campaign asked users

to submit and vote for

their favorite Disney

Land moments

03e

Advocacy Campaigns

Disney Land

http://insidears.disneyparks.disney.go.com/members/

Disney built a panel of

parents to help out

other parents in their

Disney Land visit

related queries

04

Airports

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04a

AR Mobile Apps

Copenhagen Airport

http://www.terminalu.com/travel-news/new-iphone-app-uses-augmented-reality-to-guide-you-around-the-airport/7675/

Copenhagen airport

built an Augmented

Reality mobile

application to guide

travellers across the

airport.

The mobile application

helps you search and

locate various places

around the airport, get

ratings etc in a very

user friendly way.

04b

Airport Information Apps

Heathrow Airport

http://itunes.apple.com/us/app/heathrow-airport-guide/id427951859?mt=8&ls=1

Heathrow’s mobile

application helps

travellers get instant

access to all the

information they need

for air travel.

Using this application

flyers can get live flight

updates, book long

stay car parking, get

interactive terminal

maps, see shop and

restaurant listings, get

flight timetable and city

guides.

04c

Ideation Campaigns

Bengaluru Airport

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Ideation campaign to

get customer ideas to

improve customer

experience in and

around the Airport

04d

ImageReferences

http://www.ezyadmissions.com/uploaded_files/courses/51_a.jpg

http://www2.hiren.info/desktopwallpapers/thumb/jumeirah-beach-hotel_dubai.jpg

http://4.bp.blogspot.com/-ExxJlfgBe5o/TleJB8eeOcI/AAAAAAAAAj0/zmN2A79_IeI/s1600/las_vegas.jpg

http://www.mobiles.com.au/files/2012/02/shutterstock_83549821.jpg

http://www.journeyetc.com/wp-content/uploads/2010/06/ipad-at-the-plaza.jpg

http://www.eglobaltravelmedia.com.au/wp-content/uploads/2011/09/One-World-Hotel-arms-its-Concierge-with-

iPad.jpg

http://www.webscopia.com/wp-content/uploads/2011/09/facebook-app.png

http://www.a2politico.com/wp-content/uploads/2011/10/blog.jpg

http://www.mahasiswaaman.org/wp-content/uploads/2012/02/simon-7.jpg

http://amusement-park.waterparkss.com/images/amusement-parks-in-florida-1.jpg

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05

About Kuliza

www.kuliza.com

www.kuliza.com

Kuliza is a social technology firm focused in helping companies leverage social software, community

platforms, mobile and cloud computing for improving business performance, communication and customer

engagement.

01a

About Kuliza

05a

Kuliza offers cloud services to

ensure a hassle free

infrastructure to sustain your

changing needs. Our focus

areas are:

Cloud consulting

Cloud migration and

management

Kuliza offers solution to design,

build and distribute mobile

apps for iOS, Android and

Blackberry. Our focus areas

are:

Mobile CRM

Mobile loyalty programs

Mobile Transition

Kuliza offers solutions for

designing and building social

software and community

platforms. Our focus areas

are:

Online communities

Facebook Apps

Social Commerce

Social CRM

ZaSocial ZaMobile

Our Offering

ZaCloud

05b05b

05c

Office Locations

San FranciscoAustin

BangaloreHyderabad

• San Francisco - Virtual office and customer support number

• Austin - Proposed sales and customer service office (Q1 2012, capacity - 5 people team)

• Bangalore - Development center and headquarters (capacity - 150 people)

• Hyderabad - Mobile and cloud monitoring lab (capacity - 5 people)

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05c

ThankYou

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