19th March 2019
Market Management
Allyvia Oberman and Grace Rietbergen
Enhancing the Customer Journey
through Digital Engagement
Expedia for Properties Expedia for Properties@ExpediaLPS @expediaforproperties
Solutions to help you deliver on guest experience
3
Notes: Expedia Group data shown as of 12/31/17, unless otherwise noted. 1Monthly visitors based on data for Brand Expedia, Hotels.com, Orbitz, Travelocity,
Wotif, Vrbo, trivago and Hotwire combined during 2017. 2Offline travel agents based on number of sales agents in Global Customer Operations, Expedia
Affiliate Network (EAN), HomeAway, Classic Vacations, CruiseShipCenters, Travel Agent Affiliate Program (TAAP) as of 12/31/2016. 3Contacts handled
annually include calls, emails, chats and social media. 4Includes more than 460,000 Vrbo listings, data as of 31/3/2019.
Expedia Group, the world’s travel platform
Monthly visits1
750M+ in
Countries
75
Affiliates
10K+
High volume & diversity of
Customers
Active corporate travelers
2M+Online travel agents powered2
150K+Contacts handled annually3
60M
Properties4
1.1Million
Activities4
30K+
Broad Network of
Partners
Online bookable vacation rentals4
1.9MillionAirlines
550+Car rentals companies
150+
© 2018 Expedia, Inc. All rights reserved. Confidential and proprietary
44
0%
10%
20%
30%
40%
50%
60%
Online TravelAgency
Search Engines Travel ReviewSites
ComparisonTravel Sites
Airline Sites Hotel Sites Social & BlogSites
DestinationSites
AlternativeAccom Sites
Car RentalSites
OTAs and Search Engines leading tools for travelers planning a trip
Planning Resources
Source: Multi-National Travel Trends – Expedia Group Media Solutions Q35.
0%
10%
20%
30%
40%
50%
60%
Online Travel Agency Airline Sites Hotel Sites Alternative Accom Sites Car Rental Sites
Source: Multi-National Travel Trends – Expedia Group Media Solutions Q35.
Booking ResourcesOTAs are a leading booking resource for travelers
77
Planning Booking
OTAs are now a leading travel resource across the world
Source: Expedia Group Media Solutions, 2017 Multi-National Travel Trends.
8
EnglishFrenchKoreanSpanishChineseArabic
LodgingAirCruiseCarPackageActivitiesInsurance
Social Meta Email App Online Offline Search Engine
KoreaUKJapanMexicoCanadaSingaporeGermany
Credit/Debit InstallmentsPayPalIBPApple PayCashCryptocurrency
7+Products
5Devices
DesktopLaptopTabletMobileWearable
Consumers
7k+Languages
??
10+Channels
195Countries
Payment
types
7+
Source: Digitaltrends.com, Conde Nast Traveler 2016
Today’s consumers are faced with millions of combinations
Consumers have become much more advanced
9
10Source: Expedia Group Mobile Data, Q1 2019
SA Submarkets Room Night Share
Mobile Trends
56%
14%
5%
5%
3%
3%
3%
3%
2%2%
2% 1%1%
Adelaide
Glenelg
Fleurieu Peninsula
Limestone Coast
Murray River
Eyre Peninsula
Port Augusta
Barossa Valley
Adelaide Hills
Outback SA
Kangaroo Island
Clare Valley
Yorke Peninsula
11
Source: Local Measure, 2016 APAC Hotel Study
Engagement Crisis
12
40%MORE LIKELY TO RETURN
ENGAGED GUESTS are
returning guests – they are
Why does it matter?
Source: Local Measure, 2016 APAC Hotel Study
13
Before Stay
Open the lines of communication
with guests once they have
booked and prepare for
their arrival
→
We support partners by providing the tools and knowledge to succeed
Engage guests at each step of their journey
In House
Discover potential issues while guests
are in-house and you are in the
optimal position to turn their
experience around.
Post Stay
Close the loop once guests
leave and get actionable insights
to enhance guest experience at
your property.
→
14
74%of MILLENIALS want to
hear from their hotel BEFORE
they stay
41%MORE in house
FULLY ENGAGED GUESTS are
likely to spend
Before Stay
Source: Local Measure, 2016 APAC Hotel Study
on average
15
Start the conversation
with guests after they
book to provide a
unique and
personalized travel
experience.
Conversations
Property ViewGuest View
Before Stay
16
New feature: send
templates on a
timetable to simplify
customer engagement
and increase direct
revenue
Conversations
Property View
Before Stay
17
65%of SOUTH AUSTRALIAN
ACCOMODATION
PROVIDERS ENGAGE their
in-house guests
on average
In-House Guests
15%MORE than any other
market in South Australia
ADELAIDE ACCOMODATION PARTNERS have connected
with In-House guests
Source: Expedia Group Real-Time Feedback, Q1 2019
18
Discover potential issues
while guests are in-
house and turn the
experience around.
Real-time
Feedback
Property ViewGuest View
In House
19
71%of SOUTH AUSTRALIAN
ACCOMODATION
PROVIDERS respond to
guests reviews
on average
Source: Expedia Group Guest Reviews, Q1 2019
Post Stay
20
Discover potential issues
while guests are in-house
and turn the experience
around.
Guest Reviews
Property ViewGuest View
Post Stay
21
62%
6-12 Reviews
of travelers feel seeing a
MANAGEMENT RESPONSE to reviews
Source: Phocuswright, 2013 Independent Study for TripAdvisor
Set the stage for future travelers
22
→ →Before Stay In House Post Stay
Seek to differentiate through technology
Gain an edge to Guest Engagement
© 2018 Expedia, Inc. All rights reserved.
Thank you.