2014 annual hotel & hospitality benchmark venuelabs lbma

2014

© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality

© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality

© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality

Smart phones have

changed the way that your

customers share their in-

store experiences.

WHERE IS MY MOBILE CUSTOMER?

YOUR STORE

LOCAL CHANNELS

They’re local, social, mobile.

© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality

HOW DO MOBILE

CUSTOMERS

ENGAGE?

14

© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality

WHAT DO MOBILE CUSTOMERS

SHARE? 65%

5% 71%

23%

81%

14%

74%

18% Positive

Experiences

Negative Experiences

© 2014 Venuelabs – http://www.venuelabs.com Mobile Consumer Benchmark for Hotels & Hospitality

Brand Percentage of Local Feedback Missed

Wyndham Hotel Group 94%

InterContinental Hotels 95%

Marriot 91%

Starwood Hotels & Resorts 99%

Hilton 89%

Hyatt 91%

Fairmont 91%

Red Lion 88%

Swissotel 56%

Omni Hotels 85%

Hotels have not employed the tools

& technology to “tune in” to their

mobile customers.

HOW MUCH IS BEING

MISSED?

THE AVERAGE RETAILER IS MISSING

PERCENTAGE OF MOBILE CONSUMER FEEDBACK BEING MISSED – BY BRAND

88%

Starwood InterContinental Wyndham Hyatt Marriot