Booking.com reports on US traveler demands

Report on more than 800,000 US traveler reviews confirms hotel marketers’ beliefs about what guests value.

Booking.com recently released a report on the demands of US travelers, mined from over 800,000 reviews, and claim that their feedback, “will certainly surprise industry insiders.” Frankly, this claim is designed to capture media attention and drive eyeballs to the booking.com website. It isn’t going to surprise any savvy hotel marketer that I know.

That doesn’t make the findings any less interesting or valuable, and the site has produced a brilliant map of touchpoints that add to, or detract from, the guest’s experience. (click image for a larger view)

Guest experience map from booking.com

To read the press release and main conclusions of the report see the article on the booking.com website here.

How Disney uses RFID and Big Data to delight guests and increase profit

If you could deploy a technology that promises to help you improve your guest experience and streamline your operations, would you?

For Walt Disney Parks and Resorts chairman, Thomas Staggs, the answer is decidedly, “Yes!” For several years, Disney has been developing a platform integrating radio-frequency identification (RFID) technology with large databases and mobile devices that allow the park and guests to automate entry to the park and rides, reserve seats for shows, find photos taken by Disney photographers and even purchase meals. The platform is expected to allow for extensive personalization of the guest experience while streamlining operations and providing data on guest movement and behavior within the park.

You can read reports on Thomas Staggs’ presentation at the D11 Conference on allthingsd.com here and on linkedin.com here.

Commissioning photography: comparing apples..

Comparing apples - copyright 2013 Scott Brooks | Imagennix

Photographs often are commodities…

As a former management consultant, I participated in countless competitive bids over the course of 25 years. The norm in our business was to submit a proposal in response to a detailed RFP (request for proposals) that set out the client’s requirements, timing and expected deliverables. These projects spanned many months and often were at the core of company strategy, so there was a lot of attention paid to every detail.

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Useful Links Marketing: 28th – 30th April 2013

Ernst & Young on social media and mobile technology trends in hospitality - particularly interesting are the sections on the power of TripAdvisor and increasing usage of mobile devices to enhance the guest experience. (article contains link to the full report)

Leading Hotels revamps website - responding to these same trends, LHW has revamped its website, to reach consumers across multiple touch points, including social and online media, and increase the functionality of the mobile site and applications.