Exploring Co-creation - Marriott's Travel Brilliantly

Password: onlinebusinesscourse2015

MobileApps - Guests Empowered Services

Guest Services App ( Homework - session 5)

I have chosen Intelity Solutions LLC as a company that provides hotel with a guest service app. In fact, this Orlando based company, develops hospitality guest services solutions that changes the way hoteliers do business and enhancing the overall experience for travelers with the creation of its I.C.E (Interactive Customer Experience) guest services platform.

Sales Materials

- Web contents

- Sales scripts

- Online Media support ( videos, clients' testimonies..)

- Intelity Support portal

- Meeting with a representative for a demo ( + online demo)

Features included for the hoteliers

- Powerful Integration

- Security measures

- Direct messaging

- Full content management

- Business Intelligence

- Built-in ticket management

- Location-based marketing

- Keep staff Accountable

- Integration of all social media : facebook, twitter, pinterest, linkedin, youtubechannel

- Effective management ressource

- Real time content control for the guest facing application

- I.C.E Besides solutions

- I.C.E Mobile solutions

- I.C.E Lobby solutions

- I.C.E Web solutions

- I.C.E Tv solutions

- I.C.E Multi-property

Features included for the guests

- Adapted website content

- Alarms / wake up calls

- E-concierge

- Power to navigate services

- Ordering in-room dining

- Making dinner reservations

- Requesting housekeeping services

- Coordinating transportation

- Checking flights

- Browsing for local information and directions

- Booking spa appointments

(+ 20 others services without ever picking up the phone)

Video

CARODY HALL

Session 3 : Post #, #Buzz&Go

• #Public_Relations
• #Sharing_of_content
• #Facebook
• #Need_to_get_inspire
• #Identify_images
• #Universal language
• #relationship
• #digital_influence
• #Smart_creatives
• #Tourism_Brand
• #Community
• #measure
• #Identify
• #create
• #Increase
• #Manager
• #keep_in_touch
• #geolocalization
• #engagement
• #Insterest
• #relevant_audience

Influence Marketing Campaign

Personalized your stay!!

Influence marketing campaign 

The Customer Journey to Online Purchase

First of all, how to  define touchpoints ??

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good.

Understanding your customers’ current situations, and what drives them toward loyalty or defection, is the first step in delivering a superior customer experience. Understanding the actual touchpoints your customers have with your organization is a basic part of that understanding. In short, an examination of touchpoints is often entirely company-focused. (Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.)

Some people make the mistake by thinking that a channels can be a touchpoints too.

Channels are your view, as the company, and are a way to understand where customers come from and how they interact with you. Touchpoints are more precise and specific. “Online” could be a channel. “Online chat” could be a touchpoint.

To better understand customer decision journey to online purchase let’s first of all explore how marketing channels for medium businesses in the beauty & fitness industry  in the U.S influence the purchase decision and then in china

American, early in the deed of purchase, need to be reassured about the health benefits of certain products and the risks they face. Social helps them gain awareness of company’s product or service in the Beauty & Fitness Industry.  Interactions occur in first 44 % of the purchase path. In the middle,  interactions create desire and boosts interest up to 44%. At the end it helps seal the deal up to 12%.

Social helps Japenese gain awareness of company’s product or service in the Beauty & Fitness Industry.  Interactions occur in first 42 % of the purchase path. In the middle,  interactions create desire and boosts interest up to 45%. At the end it helps seal the deal up to 13%. Next, Display Click impressions tend to act at the beginning of the purchase path 26% of the time and in the middle 53%. They play a role at the end of the journey about 21% of the time.

We know that digital world is highly complex. Digital touchpoints differ from country to country because the geographical location that the target clients not experience in the same way digital. So custonmer's online differ by customer, the segment in question, the product on which attention is focused.

The digital touch point differ from industry to industry, everything will depend on customer expectations. In the former, when a sign will set up an application that allows customers to view the availability of a product of an industry; while another industry will improve its offer and focus on the speed of delivery of ordered products to customers.

Of the various touchpoints existing, a typical hotel in order to convey lookers to bookers use many of these : following on social media accounts , hotel’s image, website of the hotel, booking channels,  the opinions left by last customers.

Notice that people can use 3 screens in the decision journey.