bright spotsService design

Willem van der Zee

Ruud Janssen

bright spots

19 May 2016

bright spots19 May 2016

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Private and Confidential – Not for distribution in whole or in part without the express consent of Lapithus

Quality results

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Heartbeat scores

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Review Scores IHG & Booking.com

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Tripadvisor ranking

Unique

monthly

visitors*

mobile travellers

reviews & opinions

Accommodations listed

user contributions every minute

traveller pictures

Registered members

App downloads

RANKING

Booking.com

Qunar

Agoda

Expedia

Yahoo! Travel

Hotels.comlarger than Expedia

larger than Yahoo Travel

The Largest Travel Site

Source: PhoCusWright’s “Custom Survey Research Engagement,” prepared for TripAdvisor. September 2012.

Reviews influence traveler decisions

1616

of travelers usually or always reference TripAdvisor hotel reviews

before making their selection

81% of travelers say they will not

book a hotel that doesn’t have any reviews

53%

Source: “The Impact of Social Media on Lodging Performance.” Chris K. Anderson, The Center for Hospitality Research. Cornell University. December 2012.

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Properties with stronger reputations across all channels perform better

overall

Willem vd ZeeIf a property can increase its review score by one point (on a five-point scale) on OTA

channels, it could increase its prices by about 11.2% and still maintain the same

occupancy rates.

User reviews can impact your bottom line

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Source: “The Impact of Social Media on Lodging Performance.” Chris K. Anderson, The Center for Hospitality Research. Cornell University. December 2012.

Do Online Reviews Impact Booking?

12

of global travelers say their booking decisions are impacted

by online reviews

of global hotels say reviews are important for

bookings

93% 96% The TripBarometer by TripAdvisor is based upon an online survey conducted in Dec. 2012 – Jan. 2013. A total of 35,042 people participated in the online survey from 26 countries spanning 7 regions. The sample is made up of 15,595 consumers and 19,447 businesses, making it the world’s largest combined accommodation and traveler survey.

EMBRACE FEEDBACK

9 expressions19 May 2016

eventmodelgeneration.com

#EmpathyMapdesigned for:

event name

designed by:

stakeholder: day month year

version

Download the Empathy Map to assess current & desired behaviour: www.eventmodelgeneration.com/empathymap

pains fears

frustrations obstacles

gains “wants”/needs

measures of success obstacles

Source: adapted from Xplane

pre-event post event

what does (s)he SEE?

environment friends

what the market offers

what does (s)he THINK & FEEL?

what really counts major preoccupations worries & aspirations

what does (s)he HEAR? what friends say what boss says what influencers say

what does (s)he SAY & DO? attitude in public

appearance behaviour towards others

EMBRACE FEEDBACK