Expedia's Real Time Hotel Reviews - CDO Summit Sydney
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The document discusses how Expedia is creating a valuable platform experience through real-time reviews (RTRs). RTRs allow travelers to provide feedback during their stay, encouraging hotel partners to respond and improve the experience. Data shows RTRs increase post-stay reviews and hotel review scores. By facilitating these interactions between travelers and partners, Expedia is building a preferred travel platform without owning assets.
Expedia's Real Time Hotel Reviews - CDO Summit Sydney
- 1. 息2015 EXPEDIA | ALL RIGHTS RESERVED Real Time Hotel Reviews Scott Horn Director, Technology @scottjhorn
- 4. Apple-1 Cassette Photo credit: Apple-1 Owners Club
- 6. Figures from Sangeet Paul Choudarys Book http://platformscalebook.com
- 7. The age of the Customer Worlds most popular media company makes no content Worlds most valuable retailer has no inventory Worlds largest taxi company owns no vehicles Worlds biggest accommodation provider owns no real estate Source: TechCrunch http://tcrn.ch/1MF0pzH | Icons made by Freepik from www.flaticon.com
- 8. 30 billion msgs per day and value ecosystems 1.5 millions apps 63 millions iPhone users in US 65 million subscribers 60+ million users Figures from March 2015. Icons made by Freepik from www.flaticon.com
- 9. The preferred platform for a great Travel Experience Could this be us?
- 10. Travellers in over 70 countries
- 11. We believe a great travel platform and ecosystem delivers value through a great Travel Experience
- 12. So how do we create a great travel experience?
- 13. when we own no planes, hotels or automobiles
- 14. Platforms allow participants to co-create and exchange value with each other Sangeet Paul Choudarys Platform Scale Book
- 15. So how do our travellers and hotel partners interact ?
- 20. PartnerCentral
- 22. provide and open, participative, plug-and-play infrastructure for producers and consumers to interact with each other Sangeet Paul Choudarys Platform Scale Book
- 23. Guest reviews help travellers connect P2P
- 24. Checkin Checkout Post Stay ReviewReserve Room Timeline ?
- 25. But can we do more for travellers during their stay
- 26. especially if the room is a bit cold
- 28. How do we help encourage our partners to connect and delight their guests?
- 29. Lets ask about the experience in real time
- 32. Checkin RTR Checkout Post Stay ReviewReserve Room Timeline with RTRs
- 33. Real Time Review in Expedia Travellers Respond to RTR Email Happy and Sad Reviews received by a Hotel Partner Hotel Partner Responds Traveller submits a Post Stay Review Hooked Book - http://bit.ly/1tPfzed
- 34. So how is this a valuable interaction ?
- 35. Hypothesis Improve the travel experience at the start so both the traveller and hotel partner have a more valuable interaction
- 36. Making the valuable interaction a habit THE HOOK MODEL Nir Eyal Email How is the room Traveller submits Room is too cold Hotel Partner Responds: Moved to a warmer room Sharing the experience Hooked Book - http://bit.ly/1tPfzed Trigger Action Variable RewardInvestment
- 37. Hotel Partner Hooked Book - http://bit.ly/1tPfzed Trigger Action Variable RewardInvestment RTR Received Responds to Sad review Sad or Happy Post stay review Correcting the issue
- 38. Exactly how valuable is this ?
- 40. Almost twice as many customers submit Real Time Reviews compared to post stay reviews Data from April 2015
- 41. People who submit RTRs will submit stronger positive and negative post-stay reviews this is a stronger signal
- 42. A sad review on the room results in a sad review for the hotel
- 43. Hotel reviews scores have improved just by having the Real Time Review interaction
- 44. A simple Thank you from partners amounts to an improved post stay review
- 45. Hotel Partners who respond are promoted more by their guests and have their guests return
- 46. Our original question How do we create a great travel experience?
- 47. We create valuable interactions on the Platform 1. Give travellers the ability to have voice during the stay 2. Encourage hotel partners to respond and delight their guests
- 48. What can you take away?
- 50. Helping producers and consumers connect in a value added manner is the competitive advantage of the future. Scott Horn Director, Technology @scottjhorn