Learn more at: hp.com/go/consumertravel ¹ - ²Hospitality Net, ³Ericsson via Hospitality Net, ⁴Wall Street Journal , ⁵PhoCusWright via eMarketer, ⁶ - ⁷ - ⁸Millennial Media and comScore Inc. via eMarketer, ⁹Forrester, ¹⁰Hospitality Technology, ¹¹Hospitality Technology via eMarketer, ¹²Tata Consultancy Services via eMarketer ©Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. Created July 2014 engagement & experience It’s all about Engage your customer at every point in the travel journey and provide the quality experience to make them a loyal customer. Retain your customer Brand differentiation leads to customer loyalty. Appealing to the uniqueness of individual traveler results in repeat purchases and brand advocates. Consumers are talking about your products and services – are you engaged in the conversation? 70% of customers take recommendations from their family or friends when choosing a product, brand or business.⁹ 97% of all tweets directed toward a brand go unanswered. ¹⁰ 98% of hotels have Facebook pages and 81% use Twitter. ¹¹ 39% of travel/hospitality companies have generated positive ROI on social media.¹² Empower your customer 50 billion estimated connected devices will be in circulation by 2020, including laptops, tablets and smartphones – your customers are using these devices to enable their travel journey. ³ More and more customers are using their mobile device across the entire travel journey – from booking to check-in to renting a car to reserving local tours to making restaurant reservations U.S. mobile travel bookings are expected to grow to more than $39 billion by 2015. ⁵ ... ... 50% of travelers check flight prices and schedules via mobile devices.⁶ 32% of travelers use their smartphone as a boarding pass for air travel.⁷ 57% of travelers compare hotel prices and availability via mobile devices.⁸ Hotels are moving toward a mobile strategy where cell phones can be used as room keys and guests can select rooms, check in and check out via smartphone or tablet. ⁴ Millennials will become the core customer within the hospitality and travel industries over the next five to ten years. ¹ Yet no matter their age, consumers expect fast booking, check-in, WiFi & response to customer service needs.² To meet increased customer expectations, the hospitality industry must: Recognize your customer 1:1 Drive 1:1 personalized engagements Provide context-aware services – location, preference, habit Deliver continuity of experience throughout the journey Supply “smart” relevant data to facilitate purchase decisions A well-executed customer-centric travel experience consists of many touch points. Recognizing your customer and enabling a personalized experience for each individual traveler will drive brand differentiation and create customer loyalty. the travel consumer Engaging

Engaging the Travel Consumer

Download PDF Report

Upload
hp-business-value-exchange
View
164
Download
2

Embed Size (px)

Citation preview

©Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The onlywarranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing hereinshould be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

Created July 2014

engagement & experienceIt’s all about

Engage your customer at every point in the travel journey and provide the quality experience to make them a loyal customer.

Retainyour customer

Brand differentiation leads to customer loyalty. Appealing to the uniqueness of individual traveler results in repeat purchases and brand advocates.

Consumers are talking about your products and services – are you engaged in the conversation?

70% of customers take recommendations from their family or friends when choosing a product, brand or business.⁹

97% of all tweets directed toward a brand go unanswered.¹⁰

98% of hotels have Facebook pages and 81% use Twitter.¹¹

39% of travel/hospitality companies have generated positive ROI on social media.¹²

Empoweryour customer

50 billion estimated connected devices will be in circulation by 2020, including laptops, tablets and smartphones – your customers are using these devices to enable their travel journey.³

More and more customers are using their mobile device across the entire travel journey – from booking to check-in to renting a car to reserving local tours to making restaurant reservations

U.S. mobile travel bookings are expected to grow to more than

$39 billion by 2015.⁵

......

50% of travelers check flight prices and schedules via mobile devices.⁶

32% of travelers use their smartphone as a boarding pass for air travel.⁷

57% of travelers compare hotel prices and availability via mobile devices.⁸

Hotels are moving toward a mobile strategy where cell phones can be used as room keys and guests can select rooms, check in and check out via smartphone or tablet.⁴

Millennials will become the core customer within the hospitality and travel industries over the next five to ten years.¹

Yet no matter their age, consumers expect fast booking, check-in, WiFi & response to customer service needs.²

To meet increased customer expectations, the hospitality industry must:

Recognizeyour customer

1:1Drive 1:1 personalized

engagements

Provide context-awareservices – location,

preference, habit

Deliver continuity ofexperience throughout

the journey

Supply “smart” relevantdata to facilitate

purchase decisions

A well-executed customer-centric travel experience consists of many touch points.

Recognizing your customer and enabling a personalized experience for each individual traveler will drive brand differentiation and create customer loyalty.

the travel consumer

Engaging

http://www.hp.com/go/consumertravel