Recently, I was in New York and I stayed at a pretty well known hotel. It was a big hotel. Not the type of place I would typically stay, but as our customer size is getting larger and larger, I thought I would consider it research and see how they handled guest communication. It was also pretty central to every place I needed to get to during my short trip.
While pretty much the entire travel industry shut down last week so that everyone could attend ITB Berlin. We decided to move offices. Let’s face it. Moving is never fun, but it was pretty well orchestrated (even the trip to IKEA) and it only took a few hours.
Everyone knows that trade shows can be an effective way to market yourself. We just got back from one. Our first one in fact! I learned a few very valuable lessons that I’m going to drop right here:
You would think running a travel focused company that we would be traveling all the time! But, it’s not the case. However, our founders, Michael Foltz and Chris Douglas will be in London at the end of the month for Travel Technology Europe.
Hi Joe here, resident millennial at Hoperator. I’m sure this isn’t news for you; but millennials like to travel. And, all the hype in the past couple of years show that we’d rather spend our money on experiences rather than material objects. But traveling can be insanely expensive. So we leverage technology to not only save some cash to pay for the inflated rent on our 300 square foot studio apartment, but also for the sake of convenience. And as more us enter the workforce and extending our business trips for pleasure, we’re going to change the way business travel has been done to reflect an experience which meets our needs.
We are in an era of transformation. Independent hospitality businesses increasingly realize that the success of their business often depends on external factors. While these changes have led to an enhancement of offerings and the possibility of attracting more guests, they have also presented their own challenges. So, as independents, how can we innovate to address these trials, and what will they mean for the future?
Hospitality and travel brands have all the data any marketing professional could ever want; 77% of affluent travelers belong to at least one hotel loyalty program. These loyalty programs, along with registration data, purchase history, and customer databases, can provide personal information like a guest’s favorite meal for breakfast to broader findings such as the most likely booking time for specific customer subsets.
It’s imperative for any business to make customer service and satisfaction one of their top priorities. This is especially true in the hospitality and travel industries, because customers are going to assess your business primarily on whether or not they received a friendly, enjoyable, entertaining experience.
“Bleisure travel” is a growing trend in the travel and hospitality industries where business travelers extend their trips so they can further enjoy a destination. This is good news for independent brands, as most travelers typically secure other lodging and amenities for the “bleisure” portion of the trip so they don’t have to spend tons of money to stay in the corporate hotel. In addition, “bleisure” travelers often schedule at least two extra days and will usually bring an additional guest, whether it’s a friend, their spouse, or their kids.
Hoperator is a live chat and social messaging platform which increases lead conversions and guest loyalty for independently owned travel and hospitality businesses. Hoperator’s co-founders Michael Foltz and Chris Douglas noticed that while millennials are pushing the number of international trips to an all time high, the booking and planning processes are still very disconnected, resulting in one of the highest abandonment rates of all e-commerce experiences at 81.6%.
Major industries are freaking out; people, and not just millennials, are spending less on cars and houses and more on experiences like concerts, classes, and of course, travel. Naturally, this has lead to nearly every major hospitality brand screaming into the void that they are not a product, but an experience.
It’s a common misconception that live chat in the hospitality industry requires someone answering messages 24/7. Because Hoperator is never offline, we capture your visitor’s questions so they can easily be answered later. However, even if your live chat provider doesn’t offer this feature, there are other things staff can do to not only save time answering live chat inquiries, but also increase the value of engaging with potential guests.