How the hospitality industry becoming social, local and mobile

1. How Hospitality Industry Is
Becoming SoLoMo
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2. 01
Why the hospitality
industry needs to
become Social,
Local & Mobile?
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3. 01a
3 reasons 1. Enrich customer experience 2. Create and spread customer stories
Social and mobile apps can help create interactions to •
Social and mobile apps can help create a positive word
remove customer hassles and get more value from the of mouth and make these customer stories viral:
stay. •Facebook apps for spreading customer experiences
•Mobile apps for booking/ reservations •Picture contests
•iPad apps for getting concierge services •Customer story campaigns
•Food guide apps •Customer support with social channels
•4D Augmented Reality theme parks
•iPad apps to control electronic devices in hotel rooms
3. Generate customer data
Social tools integrated with customer analytics can
create immense value for hospitality industry
•Understand customer behavior for your business
www.kuliza.com •Get customer feedback

4. 02
Hotels
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5. 02a
Hotels using
mobile apps
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6. 02a.1
This mobile app
promotes the brand’s
gourmet thought
leadership
Kitchen The app allows
customers to search
Cookbook and create recipes
prepared by executive
IHG chefs of the hotel and
share them with their
network.
http://itunes.apple.com/us/app/intercontinental-kitchen-cookbook/id453034407?ls=1&mt=8

7. 02a.2
Intercontinental Hotels
Group has built another
customer mobile app
called the ‘Concierge
Insider Guide’.
Concierge The app helps
Apps customers get
recommended places to
IHG visit, see video tours,
get inside tips etc
http://itunes.apple.com/us/app/concierge-insider-guides/id403370724?mt=8

8. 02a.3
Mobile app to facilitate
room bookings and
loyalty programs.
Customers can book
App for rooms with their mobile
Bookings phones, redeem points
And CRM for stays and get their
entire loyalty program
Crowne Plaze managed with a single
app.
http://itunes.apple.com/us/app/priority-club-rewards/id368217298?mt=8

9. 02a.4
The app helps you
manage reward points,
find hotels and make
reservations with your
mobile phone
Loyalty
App
Marriott
http://itunes.apple.com/us/app/marriott-international/id455004730?ls=1&mt=8#

10. 02a.5
Accor Hotels have
integrated their mobile
app with Facebook
Places
Gamified Users can check into
Loyalty the hotels to earn points
App and unlock exclusive
batches and rewards.
Accor Hotels
http://www.facebook.com/AClubofficial?sk=app_156980291047774

11. 02b
Hotels using
experience apps
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12. 02b.1
New York’s Plaza hotel
provides an integrated
luxury experience with
iPads.
Luxury The app on iPads
Experience present in every room
Apps can be used to control
room temperature and
Plaza Hotel
lighting, order room
service, request wake
up calls and get
concierge services
http://luxurysociety.com/articles/2011/03/how-the-luxury-industry-is-using-the-ipad

13. 02b.2
St. Regis’ ‘E-Butler’ app
gives the guest access
to communicate to
chefs and get
recommendations for
food, restaurants and
E-Butler sites from city
celebrities and experts
App
St. Regis
http://itunes.apple.com/us/app/st-regis-e-butler/id398920814?mt=8

14. 02b.3
Holiday Inn is equipping
its concierges with
iPads to provide better
tours of hotels
iPad apps
for
Concierge
Holiday Inn
http://www.psfk.com/2010/07/10-innovative-uses-of-the-ipad-by-the-hospitality-industry.html

15. 02b.4
Naples Tomato is using
an iPad app to
recommend wines and
food to its customers.
iPad Apps
For Food
Recos
Naples Tomato
http://www.naplestomato.com/personal-sommeliers-1/

16. 02c
Hotels using
Facebook apps
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17. 02c.1
Holiday Inn Hotel has
built a Facebook App to
curate and showcase
customer stories for the
Hotel
Story Apps
Holiday Inn
http://apps.facebook.com/hi-staysocial/

18. 02c.2
Hilton launched a
Facebook contest for
music lovers
The app asked
Facebook participants to submit
stories of their musical
Contests adventure and the most
App voted entry by the fans
won a trip to Grammy’s.
Hilton
http://apps.facebook.com/hiltongrammyscontest/contests/181877/voteable_entries?view_entries=1

19. 02c.3
Home2Suites’
Facebook app helps
customer make
bookings from
Facebook
Facebook Most of such apps
Commerce today lack the ability to
Apps make payments without
leaving Facebook.
Home2Suites
http://www.facebook.com/Home2Suites?sk=app_7146470109

20. 02d
Hotels using
blogs and online
communities
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21. 02d.1
Marriott has built a blog
based press room for a
quick and social news
publishing.
Blog Based
Press
Room
Marriott
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22. 02d.2
Marriott also runs a
CEO’s blog and
Expert’s blog on food,
fitness, wellness and
travel to establish its
industry
Blogs For thoughtleadership
Industry
Thought
Leadership
Marriott
http://www.jwexperts.marriott.com/

23. 02d.3
Renaissance Hotels
manage the RLife blog
that focuses on lifestyle,
luxury and travel.
Blogs Similarly, Courtyard
Based Hotels manage the
‘Connections’ blog – a
Commu- blog based community
nities of travel enthusiasts
Renaissance Hotel
http://www.therenaissancelife.com/

24. 02d.4
Four Seasons uses
blogs to engage people
with families around
travel.
Blogs Their blog - Have
Based family..will travel-
publishes information
Commu- on having fun with
nities families on vacations
Four Seasons and outings
http://family.fourseasons.com/

25. 02d.5
Wyndham Hotel Group
run an online
community for women
travelers called ‘Women
on their way’
Online The community
facilitates travelling tips,
Community advice and
conversations among
Wyndham members
http://www.womenontheirway.com/

26. 02d.6
Marriott runs a very
active traveller
community for members
of its rewards program.
Online
Community
Marriott
www.rewards-insiders.marriott.com/welcome

27. 02d.7
Four Seasons has built
a community for foodies
called the ‘Four
Seasons Foodies’
Online
Community
Four Seasons
http://www.fourseasonsfoodies.com/

28. 02d.8
Sheraton better when
shared – a showcase of
customer stories around
travel and living
Online
Community
Sheraton
http://www.sheratonbetterwhenshared.com/

29. 02e
Hotels using
social media
campaigns
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30. 02e.1
Hilton uses YouTube to
create video tours of its
various resorts
Video
Tours
Hilton
http://www.youtube.com/user/HiltonCaribbean

31. 02e.2
Hyatt provides Twitter
concierge services with
the sole objective of
helping people in their
travel queries
Concierge
Services
with Twitter
Hyatt
https://twitter.com/#!/HyattConcierge

32. 02e.3
Accor Hotels launched
the ‘A-Club social media
project’
Accor’s social media
team researched about
Misc. social their customers on the
media open social media
campaigns channels (Twitter, blog
posts etc) and based on
Accor Hotels the research treated
their customers with
surprise gifts on their
next arrival to the hotel.
Accorhotels.com

33. 03
Theme Parks
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34. 03a
Theme parks like Great
Wolf Resort are using
RFID wristbands to
allow visitors post their
photos and update their
status messages on
Facebook
RFID wrist
bands
Great Wolf Resort

35. 03b
The Live Park uses
Kinect and RFID to get
its visitors become an
avatar in a 4D
adventure
4D theme
parks
Live Park
http://www.springwise.com/entertainment/south-korea-kinect-rfid-power-augmented-reality-theme-park/

36. 03c
Disney launched an AR
campaign in New York
City
The AR campaign
application made
Augmented possible for consumers
Reality to interact, dance and
Campaigns move with Disney
characters on the TV
Disney Land screen
http://www.cnet.com.au/disney-magic-brings-new-york-alive-339326693.htm

37. 03d
Disney’s – Let the
memories begin-
campaign asked users
to submit and vote for
their favorite Disney
Land moments
Story
Campaigns
Disney Land
http://memories.disneyparks.disney.go.com/

38. 03e
Disney built a panel of
parents to help out
other parents in their
Disney Land visit
related queries
Advocacy
Campaigns
Disney Land
http://insidears.disneyparks.disney.go.com/members/

39. 04
Airports
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40. 04a
Copenhagen airport
built an Augmented
Reality mobile
application to guide
travellers across the
airport.
AR Mobile
The mobile application
Apps helps you search and
locate various places
Copenhagen around the airport, get
Airport
ratings etc in a very
user friendly way.
http://www.terminalu.com/travel-news/new-iphone-app-uses-augmented-reality-to-guide-you-around-the-airport/7675/

41. 04b
Heathrow’s mobile
application helps
travellers get instant
access to all the
information they need
for air travel.
Airport
Information Using this application
Apps flyers can get live flight
updates, book long
Heathrow Airport stay car parking, get
interactive terminal
maps, see shop and
restaurant listings, get
flight timetable and city
guides.
http://itunes.apple.com/us/app/heathrow-airport-guide/id427951859?mt=8&ls=1

42. 04c
Ideation campaign to
get customer ideas to
improve customer
experience in and
around the Airport
Ideation
Campaigns
Bengaluru Airport
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43. 04d
http://www.ezyadmissions.com/uploaded_files/courses/51_a.jpg
Image http://www2.hiren.info/desktopwallpapers/thumb/jumeirah-beach-hotel_dubai.jpg
References http://4.bp.blogspot.com/-ExxJlfgBe5o/TleJB8eeOcI/AAAAAAAAAj0/zmN2A79_IeI/s1600/las_vegas.jpg
http://www.mobiles.com.au/files/2012/02/shutterstock_83549821.jpg
•
http://www.journeyetc.com/wp-content/uploads/2010/06/ipad-at-the-plaza.jpg
http://www.eglobaltravelmedia.com.au/wp-content/uploads/2011/09/One-World-Hotel-arms-its-Concierge-with-
iPad.jpg
http://www.webscopia.com/wp-content/uploads/2011/09/facebook-app.png
http://www.a2politico.com/wp-content/uploads/2011/10/blog.jpg
http://www.mahasiswaaman.org/wp-content/uploads/2012/02/simon-7.jpg
http://amusement-park.waterparkss.com/images/amusement-parks-in-florida-1.jpg
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44. 05
About Kuliza
www.kuliza.com

45. 01a
05a
About Kuliza
Kuliza is a social technology firm focused in helping companies leverage social software, community
platforms, mobile and cloud computing for improving business performance, communication and customer
engagement.
www.kuliza.com

46. Our Offering
05b
ZaSocial ZaMobile ZaCloud
Kuliza offers solutions for Kuliza offers solution to design, Kuliza offers cloud services to
designing and building social build and distribute mobile ensure a hassle free
software and community apps for iOS, Android and infrastructure to sustain your
platforms. Our focus areas Blackberry. Our focus areas changing needs. Our focus
are: are: areas are:
 Online communities  Mobile CRM  Cloud consulting
Facebook Apps Mobile loyalty programs Cloud migration and
Social Commerce Mobile Transition management
Social CRM

47. 05c
05c
San Francisco
Austin
Office Bangalore
Hyderabad
Locations
• San Francisco - Virtual office and customer support number
• Austin - Proposed sales and customer service office (Q1 2012, capacity - 5 people team)
• Bangalore - Development center and headquarters (capacity - 150 people)
• Hyderabad - Mobile and cloud monitoring lab (capacity - 5 people)
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48. ThankYou
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