How Hospitality Industry Is Becoming SoLoMo
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Transcript of How Hospitality Industry Is Becoming SoLoMo
www.kuliza.com
How Hospitality Industry Is
Becoming SoLoMo
01
Why the hospitality industry needs to become Social, Local & Mobile?
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01a
3 reasons
Social and mobile apps can help create interactions to
remove customer hassles and get more value from the
stay.
•Mobile apps for booking/ reservations
•iPad apps for getting concierge services
•Food guide apps
•4D Augmented Reality theme parks
•iPad apps to control electronic devices in hotel rooms
1. Enrich customer experience 2. Create and spread customer stories
•
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Social and mobile apps can help create a positive word
of mouth and make these customer stories viral:
•Facebook apps for spreading customer experiences
•Picture contests
•Customer story campaigns
•Customer support with social channels
3. Generate customer data
Social tools integrated with customer analytics can
create immense value for hospitality industry
•Understand customer behavior for your business
•Get customer feedback
02
Hotels
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02a
Hotels using
mobile apps
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02a.1
KitchenCookbook
IHG
http://itunes.apple.com/us/app/intercontinental-kitchen-cookbook/id453034407?ls=1&mt=8
This mobile app
promotes the brand’s
gourmet thought
leadership
The app allows
customers to search
and create recipes
prepared by executive
chefs of the hotel and
share them with their
network.
02a.2
Concierge Apps
IHG
http://itunes.apple.com/us/app/concierge-insider-guides/id403370724?mt=8
Intercontinental Hotels
Group has built another
customer mobile app
called the ‘Concierge
Insider Guide’.
The app helps
customers get
recommended places to
visit, see video tours,
get inside tips etc
02a.3
App for Bookings And CRMCrowne Plaze
http://itunes.apple.com/us/app/priority-club-rewards/id368217298?mt=8
Mobile app to facilitate
room bookings and
loyalty programs.
Customers can book
rooms with their mobile
phones, redeem points
for stays and get their
entire loyalty program
managed with a single
app.
02a.4
Loyalty App
Marriott
http://itunes.apple.com/us/app/marriott-international/id455004730?ls=1&mt=8#
The app helps you
manage reward points,
find hotels and make
reservations with your
mobile phone
02a.5
GamifiedLoyalty AppAccor Hotels
http://www.facebook.com/AClubofficial?sk=app_156980291047774
Accor Hotels have
integrated their mobile
app with Facebook
Places
Users can check into
the hotels to earn points
and unlock exclusive
batches and rewards.
02b
Hotels using
experience apps
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02b.1
Luxury Experience AppsPlaza Hotel
http://luxurysociety.com/articles/2011/03/how-the-luxury-industry-is-using-the-ipad
New York’s Plaza hotel
provides an integrated
luxury experience with
iPads.
The app on iPads
present in every room
can be used to control
room temperature and
lighting, order room
service, request wake
up calls and get
concierge services
02b.2
E-Butler App
St. Regis
http://itunes.apple.com/us/app/st-regis-e-butler/id398920814?mt=8
St. Regis’ ‘E-Butler’ app
gives the guest access
to communicate to
chefs and get
recommendations for
food, restaurants and
sites from city
celebrities and experts
02b.3
iPad apps for ConciergeHoliday Inn
http://www.psfk.com/2010/07/10-innovative-uses-of-the-ipad-by-the-hospitality-industry.html
Holiday Inn is equipping
its concierges with
iPads to provide better
tours of hotels
02b.4
iPad Apps For Food RecosNaples Tomato
http://www.naplestomato.com/personal-sommeliers-1/
Naples Tomato is using
an iPad app to
recommend wines and
food to its customers.
02c
Hotels using
Facebook apps
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02c.1
Story Apps
Holiday Inn
http://apps.facebook.com/hi-staysocial/
Holiday Inn Hotel has
built a Facebook App to
curate and showcase
customer stories for the
Hotel
02c.2
Facebook Contests AppHilton
http://apps.facebook.com/hiltongrammyscontest/contests/181877/voteable_entries?view_entries=1
Hilton launched a
Facebook contest for
music lovers
The app asked
participants to submit
stories of their musical
adventure and the most
voted entry by the fans
won a trip to Grammy’s.
02c.3
Facebook Commerce AppsHome2Suites
http://www.facebook.com/Home2Suites?sk=app_7146470109
Home2Suites’
Facebook app helps
customer make
bookings from
Most of such apps
today lack the ability to
make payments without
leaving Facebook.
02d
Hotels using
blogs and online
communities
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02d.1
Blog Based Press Room
Marriott
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Marriott has built a blog
based press room for a
quick and social news
publishing.
02d.2
Blogs For Industry Thought LeadershipMarriott
http://www.jwexperts.marriott.com/
Marriott also runs a
CEO’s blog and
Expert’s blog on food,
fitness, wellness and
travel to establish its
industry
thoughtleadership
02d.3
Blogs Based Commu-nitiesRenaissance Hotel
http://www.therenaissancelife.com/
Renaissance Hotels
manage the RLife blog
that focuses on lifestyle,
luxury and travel.
Similarly, Courtyard
Hotels manage the
‘Connections’ blog – a
blog based community
of travel enthusiasts
02d.4
Blogs Based Commu-nitiesFour Seasons
http://family.fourseasons.com/
Four Seasons uses
blogs to engage people
with families around
travel.
Their blog - Have
family..will travel-
publishes information
on having fun with
families on vacations
and outings
02d.5
Online Community
Wyndham
http://www.womenontheirway.com/
Wyndham Hotel Group
run an online
community for women
travelers called ‘Women
on their way’
The community
facilitates travelling tips,
advice and
conversations among
members
02d.6
Online Community
Marriott
www.rewards-insiders.marriott.com/welcome
Marriott runs a very
active traveller
community for members
of its rewards program.
02d.7
Online Community
Four Seasons
http://www.fourseasonsfoodies.com/
Four Seasons has built
a community for foodies
called the ‘Four
Seasons Foodies’
02d.8
Online Community
Sheraton
http://www.sheratonbetterwhenshared.com/
Sheraton better when
shared – a showcase of
customer stories around
travel and living
02e
Hotels using
social media
campaigns
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02e.1
Video Tours
Hilton
http://www.youtube.com/user/HiltonCaribbean
Hilton uses YouTube to
create video tours of its
various resorts
02e.2
Concierge Services with Twitter
Hyatt
https://twitter.com/#!/HyattConcierge
Hyatt provides Twitter
concierge services with
the sole objective of
helping people in their
travel queries
02e.3
Misc. social media campaigns
Accor Hotels
Accorhotels.com
Accor Hotels launched
the ‘A-Club social media
project’
Accor’s social media
team researched about
their customers on the
open social media
channels (Twitter, blog
posts etc) and based on
the research treated
their customers with
surprise gifts on their
next arrival to the hotel.
03
Theme Parks
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03a
RFID wrist bands
Great Wolf Resort
Theme parks like Great
Wolf Resort are using
RFID wristbands to
allow visitors post their
photos and update their
status messages on
03b
4D theme parks
Live Park
http://www.springwise.com/entertainment/south-korea-kinect-rfid-power-augmented-reality-theme-park/
The Live Park uses
Kinect and RFID to get
its visitors become an
avatar in a 4D
adventure
03c
Augmented Reality Campaigns
Disney Land
http://www.cnet.com.au/disney-magic-brings-new-york-alive-339326693.htm
Disney launched an AR
campaign in New York
City
The AR campaign
application made
possible for consumers
to interact, dance and
move with Disney
characters on the TV
screen
03d
Story Campaigns
Disney Land
http://memories.disneyparks.disney.go.com/
Disney’s – Let the
memories begin-
campaign asked users
to submit and vote for
their favorite Disney
Land moments
03e
Advocacy Campaigns
Disney Land
http://insidears.disneyparks.disney.go.com/members/
Disney built a panel of
parents to help out
other parents in their
Disney Land visit
related queries
04
Airports
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04a
AR Mobile Apps
Copenhagen Airport
http://www.terminalu.com/travel-news/new-iphone-app-uses-augmented-reality-to-guide-you-around-the-airport/7675/
Copenhagen airport
built an Augmented
Reality mobile
application to guide
travellers across the
airport.
The mobile application
helps you search and
locate various places
around the airport, get
ratings etc in a very
user friendly way.
04b
Airport Information Apps
Heathrow Airport
http://itunes.apple.com/us/app/heathrow-airport-guide/id427951859?mt=8&ls=1
Heathrow’s mobile
application helps
travellers get instant
access to all the
information they need
for air travel.
Using this application
flyers can get live flight
updates, book long
stay car parking, get
interactive terminal
maps, see shop and
restaurant listings, get
flight timetable and city
guides.
04c
Ideation Campaigns
Bengaluru Airport
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Ideation campaign to
get customer ideas to
improve customer
experience in and
around the Airport
04d
ImageReferences
http://www.ezyadmissions.com/uploaded_files/courses/51_a.jpg
http://www2.hiren.info/desktopwallpapers/thumb/jumeirah-beach-hotel_dubai.jpg
http://4.bp.blogspot.com/-ExxJlfgBe5o/TleJB8eeOcI/AAAAAAAAAj0/zmN2A79_IeI/s1600/las_vegas.jpg
http://www.mobiles.com.au/files/2012/02/shutterstock_83549821.jpg
http://www.journeyetc.com/wp-content/uploads/2010/06/ipad-at-the-plaza.jpg
http://www.eglobaltravelmedia.com.au/wp-content/uploads/2011/09/One-World-Hotel-arms-its-Concierge-with-
iPad.jpg
http://www.webscopia.com/wp-content/uploads/2011/09/facebook-app.png
http://www.a2politico.com/wp-content/uploads/2011/10/blog.jpg
http://www.mahasiswaaman.org/wp-content/uploads/2012/02/simon-7.jpg
http://amusement-park.waterparkss.com/images/amusement-parks-in-florida-1.jpg
•
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05
About Kuliza
www.kuliza.com
www.kuliza.com
Kuliza is a social technology firm focused in helping companies leverage social software, community
platforms, mobile and cloud computing for improving business performance, communication and customer
engagement.
01a
About Kuliza
05a
Kuliza offers cloud services to
ensure a hassle free
infrastructure to sustain your
changing needs. Our focus
areas are:
Cloud consulting
Cloud migration and
management
Kuliza offers solution to design,
build and distribute mobile
apps for iOS, Android and
Blackberry. Our focus areas
are:
Mobile CRM
Mobile loyalty programs
Mobile Transition
Kuliza offers solutions for
designing and building social
software and community
platforms. Our focus areas
are:
Online communities
Facebook Apps
Social Commerce
Social CRM
ZaSocial ZaMobile
Our Offering
ZaCloud
05b05b
05c
Office Locations
San FranciscoAustin
BangaloreHyderabad
• San Francisco - Virtual office and customer support number
• Austin - Proposed sales and customer service office (Q1 2012, capacity - 5 people team)
• Bangalore - Development center and headquarters (capacity - 150 people)
• Hyderabad - Mobile and cloud monitoring lab (capacity - 5 people)
www.kuliza.com
05c
ThankYou
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