expedia's real time hotel reviews - cdo summit sydney
TRANSCRIPT
©2015 EXPEDIA | ALL RIGHTS RESERVED
Real Time Hotel ReviewsScott Horn – Director, Technology
@scottjhorn
Source http://mattermark.com/software-startups-eating-the-world-then-and-now/
The age of the Customer
World’s most
popular media
company makes
no contentWorld’s most
valuable retailer has
no inventory
World’s largest taxi
company owns
no vehicles
World’s biggest
accommodation
provider owns
no real estate
Source: TechCrunch http://tcrn.ch/1MF0pzH | Icons made by Freepik from www.flaticon.com
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
“Platforms allow participants
to co-create and exchange
value with each other”
Sangeet Paul Choudary’s
Platform Scale Book
“provide and open, participative,
plug-and-play infrastructure for
producers and consumers to…
interact with each other”
Sangeet Paul Choudary’s
Platform Scale Book
Real Time Review in Expedia
Travellers Respond
to RTR Email
Happy and Sad
Reviews received by
a Hotel Partner
Hotel Partner RespondsTraveller submits
a Post Stay Review
Hooked Book - http://bit.ly/1tPfzed
Hypothesis
Improve the travel
experience at the
start so both the
traveller and
hotel partner have
a more valuable
interaction
Making the valuable interaction a habit
THE HOOK MODEL – Nir Eyal
“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
Hotel Partner
Hooked Book - http://bit.ly/1tPfzed
Trigger Action
Variable RewardInvestment
RTR ReceivedResponds to
Sad review
Sad or Happy
Post stay reviewCorrecting the issue
Almost twice as many
customers submit Real Time
Reviews compared to post stay
reviews
Data from April 2015
People who submit RTRs will submit
stronger positive and negative post-stay
reviews – this is a stronger signal
We create valuable interactions on the Platform
1. Give travellers the ability to have voiceduring the stay
2. Encourage hotel partners to respond and delight their guests