The hospitality industry has always embraced technology, and the modern guest expects no less. Guests want simpler ways to interact with services and want to be informed and communicated within better ways and in any language. 

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Hotel room service has always been a tough sell. It’s expensive both to order and to operate, looks extravagant on a business traveler’s expense report, and for most people, goes against the very point of travel: to get out and explore new sights and cuisines. Room service revenue industrywide is down more than 25 percent since before the recession, according to CBRE, a commercial real estate firm.

Although 80 percent of guests expect hotels to have an on-site restaurant, only 72 percent will use it, and only for breakfast. And even though many hotels offer a room service menu (many 24 hours a day), 81 percent of hotel guests say they would never use it. In the future, room service deliveries from external companies are predicted to rise by 83 percent.

Hotels, then, have a problem. They either need to fight back, banning food deliveries and making room service more appealing and affordable, or embrace the lifestyle shift and encourage and collaborate.

Several hotels already have a mobile application to streamline their services, to be able to check-in and check-out through the telephone, request room service, communicate with the hotel staff, as well as find local information and order food. 

An interesting fact is, on average, a hotel spends 2 dlls per day on printed paper per day: menu, hotel information etc.  Switch to a digital format has the facility to update information directly, reduces printing costs, time and improves its service.

The best way to fight back to the food delivery industry is with the right omnichannel strategy within the hotel. Each channel available at the hotel leads and facilitates the guest to improve their service and increase preference, revenue, and loyalty.

Kiosks and display screens showing the special of the day will surely encourage guests to reserve a table at the hotel’s restaurant or ask to something at room service. 

All available consumer channels from Mobile, digital signages and kiosks around the hotel have the facility to communicate and update at the moment, giving the guest the ease of ordering, booking and enjoying in the comfort of the hotel without having to resort to a food delivery app.

As well, well organization need to look at how digital food ordering can decrease costs, and increase point of sale purchase.   Providing guests with pictures and upsell opportunities as well as prescheduling ordering.    

Are you planning to grow your Omnichannel ordering capabilities? Send us an email and we’ll be more than happy to share with you what we have done and how we can help you accomplish your guest experience goals. [email protected].  For special revenue calculator simple send us an email we will help you show management the potential of digital ordering.

Progressive Web Apps are re-inventing communication and customer behavior evolving the approach to the client in a personal way directly through links, websites, and social media.  Adoption of hospitality apps has consistently been low, however with new browser-based technology you can promote and download apps, that are lite, easy to use and don’t require users to go to app stores. 

With this advancement and the connection of the Omnichannel, you can now connect guests through any channel and desire. Mobile food ordering, check-in, mobile key, and more help drive the consistency of their experience through their personal device while allowing you to promote one service at a tie.

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Bottom line, mobile helps you service your guest better, allows you to learn more about them and provides new ways to generate revenue.   Uber and other digital offerings are going to continue to impact your bottom line, it’s your time to realize you can compete and drive better tools for better loyalty and return visits.  Here is a shortlist of items to consider as you look to mobile and the Omnichannel.

User profile integration
Most of the applications for booking are personalized, that is, they employ a user profile to provide authorization and personal data storage. This ensures better UX and, thereby, increases user loyalty to the app. Moreover, this creates opportunities to store previous routes, payment card details, as well as hotel loyalty system points.

Hotel directory. Wayfinding
The catalog is perhaps the most important function of your future application. Here you must provide your users with the utmost information: directions, and how to get around.  Easily displayed options for special offers and events are great during this point.

Room service ordering.
Increase room service and on-property ordering by up to 30%, learn more about your guests and provide them the tools they want to use.   A well-designed digital menu option integrated to your PoS will reduce costs, errors and typically pay for itself with the first 12 months.  Not to mention real-time price updates, specials, promotions, and seasonal menus.

Push notifications.
Push notifications are a great way to inform your current about offers (for example, linked to the user’s current location), regardless of whether the app is currently active on the user’s smartphone or not.

Social media integration/ User Generated Content
Ensure the fastest way to engage and learn more about your guests, provide them options to share and engage and learn more about your destination and hotel. 

Mobile Check-In, Mobile room key.
Easily allow guests to get right to their room and start experiencing your hotel and destination.  1 of the top 3 features as a must-have selected by Oracle study of over 3000 guests. This combined with Mobile key options allows you to engage with next generation and provide desired tools for the business traveler.  

Artificial intelligence chatbots.
Chatbots will help you provide instant interaction with users, reducing the time to reach the hotel operator. Solutions based on artificial intelligence are considered the most advanced – they are capable of replacing living operators in 9 out of 10 cases, and guests are becoming more acclimated to voice activation tools like Alexa and more.

Definitely, the range of opportunities and functions offered by a progressive web app continues to grow and will continue to offer more solutions for the hotel market. If you would like to more information or want to create your custom Progressive Web App, contact us today. [email protected]

In order to provide the best visitor experience solution and increase your advertising revenue, one must know the key points to customer satisfaction. And in order to provide customer satisfaction, you must know the best marketing approach to drive deeper awareness and engagement. Interactive kiosks, digital signages, and mobile apps make up the Omnichannel solution. But do you know that every screen in the Omnichannel can produce enough revenue to pay for itself and even more?

So what are the most popular ways to drive revenue across these different screens? See below as we break out the fundamentals and then drive into real-world numbers and finally how you can get started.

Digital Signage

Do you have a high traffic area, store or lobby?  Then digital signage is a proven medium for awareness and driving revenue in many ways

  • Merchandising: This type of digital signage is meant to merchandise the end user’s goods and services, increase sales and build brand awareness. An example would be the clothing company American Eagle is featuring branded videos with music, text, and interviews in each of their retail locations and increased revenues by 10% within the first 30days.
  • Advertising: This type of digital signage advertises content for multiple brands and is aimed solely at increasing advertising revenue. In many cases, this content is both informational and entertaining. For example, travelers waiting at Dallas-Fort Worth International Airport view digital signage that features diverse advertising supplied from a network operator. Generating millions of dollars a year in ad revenue for the airport.
  • Informational: This type of digital signage is purely for informational and entertainment purposes. Its goal is to enhance the customer experience, expose the viewer to unknown places, things to do and sometimes to decrease perceived wait time. An example would be digital signage in hotel lobbies, bringing you local information, things to do, and getting you excited about what awaits you both on property and in destination.  Done properly hotels use this to drive revenue for ticketing, spa and restaurant reservations. Seeing increases in initial bookings while checking in.

Interactive Kiosks

Providing new engagement points for your customers and guests, driving easy sharing and navigation to new points of engagement.

  • Interactive Advertising-  Image a screen big enough to advertise and push content and video.  Then image the ability for users to click, navigate learn and transact.  You have a powerful tool to not only drive consistent Ad revenue but also provide real analytics and transaction options.   Sanibel Captiva Chamber generates over $300k per year selling advertising on its kiosks and displays
  • Ticketing and Booking-  Advertising comes to life as you provide options to engage in real-time pricing and availability.   Drive more points of revenue by ticketing to local attractions, or to hotel events and more. Partner with Ticketmaster and Trip advisor to truly extend the interactive experience from Kiosk to mobile.   Hilton Minneapolis generates over $30k per year in ticket sales through its partnership with Trip Advisor Viator ticketing
  • Reservations-  Utilizing direct systems and OpenTable guests and users can easily book reservations to their favorite restaurants and local amenities such as spa and pool services.  Offer travelers notifications on offers and share information with their groups and travel companions right from the Kiosk directly to their phone. Organizations that implement these tools see deeper guest engagement and increased revenue by convenience and relationships.

Mobile

  • Advertising Personalized – Mobile offers you the same functionality as Kiosk to generate revenue through advertising banner ads, pop ups and more.  However within most apps you can allow one to one connection of ad and ticketing revenue. By providing your customers and travelers options to engage with ad instantly through your mobile interface or social connections you provide multiple points of ad engagement.  
  • Transactions through mobile – easy and convenient and you can personalize your messaging.   With users logged in you can learn more about your customers and customize the messaging. Marriot reward members get personalized messages sent to them about events and ways to use their points for upgrades and more.   They see 5x spend increase with members using their BonVoy app

Data

What ad, ticketing or booking program would be complete without key data to help with retargeting and truly showing return on investment for your advertisers

  • Behavioral data –  Easily track how many eyeballs see their ads through people count and demographic recognition, monitor how people use the Kiosk and Mobile app, and show real-time data when people click on an ad or business
  • Profiles and information-  Connect the dots on the customer journey while getting a deeper knowledge of what your customers and travelers want.   Compile data on what is clicked by user, sharing this data with your advertisers. Couple this with demographic information and you have a powerful advertising sales tool and ways to help your business be more effective

How to pull this off:  Using the Omnichannel to drive revenue and learn more about your customers and travelers.

  1. Find an Omnichannel provider that can extend your existing systems through Kiosk, Digital Signage, and Mobile
  2. Ensure the system has an effective advertising module that will allow you to sell your own advertising or connect directly with Google DFP or third parties that will sell advertising for you
  3. Ensure the providers has experience with building integrations between existing ticketing systems or key providers to extend services without a lot of hassle and upfront costs

With proven case studies and solutions purchasing new technology for customer and traveler experiences can pay for itself within the first year.   When done right, you will have happier stakeholders, advertising partners, and customers. If you want to learn more about creating a revenue plan for your organization and how you can extend new experiences to drive engagement.   Reach out we will be happy to show you how our solution works and help you build a plan that works for your organization or business. Contact us: [email protected]

An investment made in technology to deliver an improved visitor experience and generating better revenue goes hand-in-hand. Therefore, the shifting industries of travel, hospitality and retail need to understand the need for delivering a better guest experience and the ways in which it can benefit their organization.  The culmination of these solutions help travelers and customers engage on their terms and allow you to build brand value and revenue 

Customers don’t just glance—they engage

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Digital Signage has Reach and Saturation

  • 70% of Americans say they’ve seen a digital display in the past month
  • 52% say they’ve seen a digital sign in the past week
  • 47% remember seeing a specific ad or message
  • Recall jumps to 55% when talking about outdoor digital billboards
  • 80% of shoppers say they have entered a store because a digital sign caught their interest

Self service Kiosk is changing the industry

PWA- Progressive Web Apps Improving engagement through mobile devices.

  • The Best Western River North Hotel sees 300% increase in revenue with new Progressive Web App.
  • Uber´s PWA was designed to be fast even on 2G. The core app is only 50k zipped and takes less than 3 seconds to load on 2g networks.
  • Trivago saw an increase of 150% for people who add its PWA to the home screen. Increased engagement led to a 97% increase in click outs to hotel offers. 
  • Grand Velas Rivera Maya resort increased its Black Friday conversion rate by 53% due to its progressive web apps ́s speed and notifications.
  • Ad clickthrough rates increased 3x on Wego ́s PWA. They’ve seen 26% more visitors and 95% more conversions overall. 

Contact us today to learn about how you can easily implement tech solutions to help increase customer experience and engagement.  We can help you through a phased approach step by step, to easily integrate these solutions into your existing customer-facing processes.   [email protected]

Artificial intelligence and chatbots are having an impact across every industry, and retail is no exception. Across the value chain, AI is making roles more efficient and effective – from using real-time video footage to analyze foot traffic and flow to analyzing social media images at scale to recognize trends as they’re starting.

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The AI Impact

Artificial Intelligence can serve as a boon for retail companies that gather and possess customer data. AI can derive meaningful conclusions from a massive amount of data and help companies to create personalized shopping experiences via highly-structured webshops, intelligent in-store bots, and online chatbots.

By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017. (Gartner)

Digital Racks for Apparel & Fashion Products

With the help of AI technology, apparel retail brands can create touchpoints, digital kiosk or touch displays where the customer can be able to find the right style, without having to shuffle through a pile. Customers can instantly see how a dress would look and combine it with other items and can browse through recommendations based on their preferences and style quotient.

All this will not only enhance the shopping experience but will help customers to choose from millions of options, which is currently not possible due to space constraints inside a physical store. With AI, a store can be converted into a bustling repository of design and draping ideas that users can choose from. Also, stores will be able to gather deeper insights into consumer behavior, optimizing their product portfolio for much better retail experience delivery.

Robotic/digital assistance will be a reality

Using AI, smart analytics and natural language processing technology, retail stores can give customers the power to get instant support, inside the stores. By placing Kiosks and touch screens, stores can help customers locate an item, get answers to their queries and find out how a product can make their life easier.
With the help of customer service bots powered by AI, stores can reduce their manpower costs and provide 24×7 assistance to the customers. Not only will it improve customer service levels but will definitely attract more buyers to the store in 2019.

Better Customer Support via Chatbots

AI-powered chatbots are enabling retail brands to engage customers, efficiently. With the help of chatbots, brands can handle thousands of queries simultaneously, without having to employ a large workforce.

A consumer-facing survey by marketing firm Uberall indicates that 20% of consumers surveyed are “very interested” in chatbot experiences from brands. 80% indicated that they have had “generally positive” interactions with chatbots.

AI has a ton of potential across a number of different functions on the retail market, however prioritizing what matters to your business is crucial to getting the most out of any new technology. Time and time again, the one thing everyone in this industry will agree on is that bottom line improvement require, first and foremost, a clear understanding and ability to adapt to customers’ ever-changing needs in advance. AI provides this capability; now is the time to start using it.

Call us today to learn about how you can easily implement AI solutions to help increase customer experience and engagement.  We can help you through a phased approach step by step, to easily integrate these solutions into your existing customer-facing processes.