2014 Annual Hotel & Hospitality Benchmark Venuelabs LBMA
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Transcript of 2014 Annual Hotel & Hospitality Benchmark Venuelabs LBMA
2014
© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality
© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality
© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality
Smart phones have
changed the way that your
customers share their in-
store experiences.
WHERE IS MY MOBILE CUSTOMER?
YOUR STORE
LOCAL CHANNELS
They’re local, social, mobile.
© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality
HOW DO MOBILE
CUSTOMERS
ENGAGE?
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© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality
WHAT DO MOBILE CUSTOMERS
SHARE? 65%
5% 71%
23%
81%
14%
74%
18% Positive
Experiences
Negative Experiences
© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality
Brand Percentage of Local Feedback Missed
Wyndham Hotel Group 94%
InterContinental Hotels 95%
Marriot 91%
Starwood Hotels & Resorts 99%
Hilton 89%
Hyatt 91%
Fairmont 91%
Red Lion 88%
Swissotel 56%
Omni Hotels 85%
Hotels have not employed the tools
& technology to “tune in” to their
mobile customers.
HOW MUCH IS BEING
MISSED?
THE AVERAGE RETAILER IS MISSING
PERCENTAGE OF MOBILE CONSUMER FEEDBACK BEING MISSED – BY BRAND
88%
Starwood InterContinental Wyndham Hyatt Marriot