UEF // University of Eastern Finland

https://www.youtube.com/watch?v=BROUz8g4LIU

UEF // University of Eastern Finland

E-business in tourism Mobile devices

Juho Pesonen, Ph.D., UEF

UEF // University of Eastern Finland 9.11.2016 Juho Pesonen 3

Attitude

Tourism online business tools and channels

All competitors are online • expenditure

Home page Basic social media (Facebook)

Digital company • Business depends on technology

Measuring and monitoring effectiveness

Benefits of digital business • Investment

Company strategy • Why do we exist? • For whom do we exist? • What we can offer that no one else can?

Mobile

Segment and market specific channels

TripAdvisor

Real-time customer service

E-commerce and conversion

Youtube Content management strategy

SEO

SEM & SMM

Digital customer experience • Customer point

of view

Mobile application

OTAs

ERP ”Crazy” tests and campaigns

Security

Instagram

Marketing automation and AI

CRM

E-mail

UEF // University of Eastern Finland

UEF // University of Eastern Finland

UEF // University of Eastern Finland

https://flatchat.wordpress.com/2015/05/21/maslows-hierarchy-of-needs-2015/

UEF // University of Eastern Finland

http://neilchughes.com/2014/09/07/smartphones-does-size-matter/

UEF // University of Eastern Finland

UEF // University of Eastern Finland

Mobile trends

•Constant growth

9.11.2016 Sosiaalinen media / Juho Pesonen 9

http://etfdailynews.com/2015/04/14/themobile-payment-war-with-paypal-and-more/

UEF // University of Eastern Finland

UEF // University of Eastern Finland

UEF // University of Eastern Finland

Augmented reality

•http://www.youtube.com/watch?v=v1uyQZNg2vE

•http://www.youtube.com/watch?v=IK4-zPD_25U&desktop_uri=%2Fwatch%3Fv%3DIK4-zPD_25U&app=desktop

9.11.2016 Sosiaalinen media / Juho Pesonen 12

UEF // University of Eastern Finland

Over 27% of global online transactions are now on

mobile devices!

https://www.adyen.com/home/about-adyen/press-releases/mobile-payments-index-april-2015

UEF // University of Eastern Finland

Use of mobile devices for travel and tourism? (Beckendorff et al. 2014)

• Information search

•Context specific information

•Personalization

•Social

•Trip management

•Translating

•Buying

•Gamification

•Augmented reality

•Reminisence

UEF // University of Eastern Finland

Mobile for tourism businesses

•Responsive websites.

• It is possible to create content anywhere!

•Employee empowerment.

•Application or good websites?

•Cloud power!

9.11.2016 Sosiaalinen media / Juho Pesonen 15

UEF // University of Eastern Finland

Responsive websites and website analytics

http://responsivetest.net/ https://www.google.com/webmasters/tools/mobile-friendly

https://www.browserstack.com/responsive

UEF // University of Eastern Finland

UEF // University of Eastern Finland

Smart phone is modern multitool

UEF // University of Eastern Finland

Content creation and curation everywhere.

UEF // University of Eastern Finland

Tracking customer experience

UEF // University of Eastern Finland

Tracking visitor flows

http://www.bitkom-bigdata.de/sites/default/files/16.35%20BDS15%20Schlegel%20Swisscom.pdf https://www.youtube.com/watch?v=6yo1K7l1pQ4

UEF // University of Eastern Finland

UEF // University of Eastern Finland

Redifining customer experience

UEF // University of Eastern Finland

Augmented reality

UEF // University of Eastern Finland

Google Translate

•https://www.youtube.com/watch?v=HNSvgP0vUv8

UEF // University of Eastern Finland

Skype

UEF // University of Eastern Finland

QR-codes

UEF // University of Eastern Finland

NFC (Pesonen & Horster, 2012)

http://www.traveltechnology.com/2011/02/sentient-things-and-nfc/

UEF // University of Eastern Finland

UEF // University of Eastern Finland

Facebook messenger

http://www.socialmediaexaminer.com/how-to-use-facebook-messenger-for-business/

UEF // University of Eastern Finland

Cloud-based services

Office 365, SharePoint, DropBox, Google Drive, CRM

UEF // University of Eastern Finland

•Roaming-payments should end in June 2017

•http://europa.eu/rapid/press-release_IP-15-5265_en.htm

Thank you Contact

Juho.Pesonen@uef.fi @eppuJ

https://fi.linkedin.com/in/juhopesonen https://uef.academia.edu/JuhoPesonen

https://www.researchgate.net/profile/Juho_Pesonen

www.uef.fi/mot www.uef.fi/tmm

uef.fi