Understanding the Guest Experience

Guests Booking Experience

Liz Day

3801 E Florida Ave. Suite 800Denver, CO 80210Sales: 866-360-8210

OVERVIEW

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www.rezstream.com


• Today’s traveler

• Online marketing channels

• Lodging websites

• Lodging booking engines

• Conclusion

ABOUT ME

2 of 343801 E Florida Ave. Suite 800Denver, CO 80210Sales: 866-360-8210

• Liz Day • Senior Digital Marketing Account Manager• California born, Illinois raised, and Colorado

transplant • Want to be a dog mom • Went to Cabo for the first time last weekend!

www.rezstream.com

ABOUT REZSTREAM

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www.rezstream.com

• RezStream has been providing online solutions to the hospitality industry since the company was founded in 2005.

• Located in Denver, Colorado

• 21 employees

• Majority of our clients are independently owned properties.

• RezStream’s hospitality solutions include:

• Reservation Software

• Online Booking Engine

• Website Design Services

• Digital Marketing Services



www.rezstream.com

TODAY’S TRAVELER


The Internet is the top source for both leisure and business travel planning.

TODAY’S TRAVELERwww.rezstream.com


Search engines are the most popular online planning sources for travelers.




Travelers go to the same types of sites on smartphones as they do on desktop/tablet.


www.rezstream.com

ONLINE MARKETING CHANNELS


ONLINE MARKETING CHANNELSwww.rezstream.com

Organic Search

Email Marketing

Paid Search

Referral

Display

Social

OTA’s

Direct

On average, consumers use 6.5 devices and websites

to research travel.

– Webtrends



How to attract qualified visitors to your website?

Search Engine Optimization (SEO) Pay Per Click (PPC) Advertising Remarketing Social Media Email Marketing Referral, i.e. Review sites

First Priority



96% of website visitors leave a website without

converting! – Forrester Research



New visitors, i.e. first time website visitors

Qualified visitors, i.e. viewed popular pages, but did not access booking engine

Cart abandoners, i.e. viewed booking engine, but did not complete desired action

Converters, i.e. people who booked



Google Analytics Benchmark Reports

Free Google Analytics Setup


www.rezstream.com

WEBSITE


WEBSITEwww.rezstream.com

Responsive Website



Wide, Rich Imagery



Videos



Horizontal Navigation



Compelling Content



Booking Engine Widgets on Every Page


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BOOKING ENGINE


BOOKING ENGINEwww.rezstream.com

Looks Like Two Different Websites



Matches Your Website



Shows the Reservation Steps



Amenities Filter & Price Slider



Inconsistent Room Names, Images and Descriptions Missing



Robust Room Descriptions and Images



Displays Available Units Before Unavailable



Point of Sale Items and Packages



Other factors that play a role …

Minimum night stay Deposit Cancellation policy


CONCLUSIONwww.rezstream.com

Invest in developing a strong online presence for multi-device users

Organic search should drive majority of your website’s traffic

Develop a website that reflects today’s best practices to keep visitors on your website

Utilize a booking engine to convert your website visitors

CONCLUSION

Email: [email protected]

Direct Line: 303-872-0214

Social Media:

– www.Facebook.com/RezStream

– www.Twitter.com/RezStream

– www.Plus.Google.com/+Rezstream

– www.RezStream.com/Blog


www.rezstream.com

Understanding the Guest Experience

Marketing

Transcript of Understanding the Guest Experience