#eTAS14 Presentation - Alana Witt of Revinate

Reaching the mobile travelleralana@revinate.comwww.revinate.com@Revinate @alanawitte

About Revinate

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HQ in San Francisco Offices in NYC, Amsterdam, Munich, Dubai, Singapore, Sydney

90 full-time employees

Board & Advisory include:  Jay Parikh, VP Engineering at Facebook Paul Nelson, former President of Travelocity Joe Lonsdale, Founder of Palantir

(big data processing for the CIA & FBI)  Peter Fenton, Board of Twitter and Yelp Rich Barton, Founder of Expedia

Official TripAdvisor Partner

Five Years – 23,000 Clients

Our Mission: To Connect Hotels and Guests

By delivering disruptive

innovation to the global hospitality

sector

Agenda

1. The mobile world

2. Travellers are changing

3. Opportunities for hotels

The mobile world

Mobile is spreading

YOU are getting the lion’s share

Travel industry has the highest percentage of internet traffic coming from tablets at 11.2% and is also the only industry

studied that actually saw more tablet traffic than smartphone

traffic.

Adobe’s “Best of the Benchmark” study

Mobile = travel

Smartphone and Tablet ownership

Mobile Travellers

How can hotels leverage mobile?

Mobile Services

Tablets

Guest Communications

Hotel Operations

Mobile Services

Pre-arrival check-in

Source: Marriott

Send guest requests through SMS…

Source: USA Today Travel & Zingle

Mobile Services

• Splash screen• Hotel contact information• Social networks• Amenities• Activities• Dining options and room service• Meeting Space• Shops• Room layout• Local things around the hotel• Communication and service requests

Tablets

On-Site Feedback

It’s the easiest way to gather critical guest feedback and turn your dissatisfied customers into delighted promoters while they’re on-property.

Guest Communications

Guest Communications

Financial Impact of reviews on revenue

1-point increase in review rating:

+

You can increase pricing by without adversely affecting likelihood of

sale

11.2%

ROI to integrated reviews

Data suggests user reviews pay dividends:

Brands with on-site user reviews sent 39% less traffic to OTAs

On-site reviews gave customers more confidence when booking

A mobile approach to reputation management

Monitor Social Media for Feedback

• Real time service recovery/operations• Real time surprise and delight• Sales opportunities

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Example: Four Seasons Palo Alto

Example: Four Seasons Palo Alto

Example: Four Seasons Palo Alto

Example: Four Seasons Palo Alto

Surprise and Delight

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Surprise and Delight

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Surprise and Delight - Viral Spread

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Sales opportunities in social media

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Hotel Operations

SCOTT YOUNGBLOODGeneral Manager at Hilton Minneapolis St Paul Airport Mall of America

• Brings GMs one step closer back to our natural behavior

• Can review notifications, determine if needs action, without interrupting activities most important to us

• Stay engaged on the floor, off-property, without causing delays, disruptions, longer meetings

Should you respond to reviews?

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“If I was considering two different properties, the presence of a management

response would sway me in its favor.”

68%

“A management response would leave a positive impression about the hotel.” 84%

In Retail: After being contacted by the retailer after a negative review;

Deleted the reviewPosted a positive review

33%34%

Source: * PhocusWright 2012, ** TripBarometer 2013, ***TripBarometer report March 2013

Rich Guest Profile

Thank You! revinate.com/bloginfo@revinate.com

Q&A

Sentiment Analysis

Tracking improvements

Sentiment Analysis