GBTA差旅酒店忠诚度个性化营销报告英文2018107页

INPARTNERSHIPWITHPersonalizationinCorporateTravelLodgingBookingBehaviorCopyright©2018,AllRightsReserved.Onaverage,businesstravelersconsiderdifferenthotelsbeforemakingtheirdecisionspentmorethan30minutesshoppingforthelasthoteltheystayedat51%3HowHotelsareBooked33%12%Company’sTMCorTravelDepartment16%Company’sOBTHotel’sWebsite12%CallingorE-mailingtheHotel27%OnlineTravelAgencyCustomizationinBookingBusinesstravelerswanttheirsearchtobeprioritizedby:istheaveragecomfortlevelwhenitcomestotheircompanyusingsharedinformationtoprovidepersonalizedhoteloptionswhileshoppingCopyright©2018,AllRightsReserved.FavoriteHotelBrandsProximitytoWorkEngagementTypesofHotelsStayedatinthePastSpecificHotelsStayedatinthePastHotelsThatFitTheirCompany’sTravelPolicy42%41%38%37%31%7outof10CustomizationinLoyaltyCopyright©2018,AllRightsReserved.ofbusinesstravelerssayloyaltyprogrambenefitsareimportantinthedecisiontobookahotel49%ofbusinesstravelerspreferrewardstheycanuseduringtheirbusinesstrips,while43%preferrewardstheycanuseforfuturebusinesstravel82%71%ofbusinesstravelershavealoyaltymembershiphavefilledoutacustomloyaltyprofilewiththeirpreferenceshavedifferentprofilesforbusinessandleisuretripsOfThoseWithaLoyaltyMembership...86%65%Top5RewardsofLoyaltyMembership:EarningFreeNightsRoomUpgradesRewardRedemptionFlexibilityExpressCheck-InServicePerks%whorankedwithinthetop3of9options30%38%40%46%47%PersonalizedGuestExperiencestheirpreferredhotelamenities55%traveldetailssuchasarrivalorappointmenttimes42%theirfavoritetypesofrestaurantsorentertainment39%Copyright©2018,AllRightsReserved.ofbusinesstravelerssayhavingapersonalizedguestexperienceisimportanttothem8outof10istheaveragecomfortlevelwithhotelsusingsharedinformationtoprovideapersonalizedguestexperience84%WhatTravelersWantOutofaPersonalizedGuestExperience:WhatTravelersareWillingtoShareforaPersonalizedExperience:58%57%50%40%SpecialDealsorOffersRestaurantSuggestionsEntertainmentSuggestionsTransportationSuggestionsPersonalizedCommunicationCopyright©2018,AllRightsReserved.PreferredMethodofCommunicationBefore,During,andAfterTripDuringBeforeAfter42%29%53%22%24%21%20%20%MobileChatorAppPhoneTextEmail18%15%24%10%wereaskedtoprovidefeedbackbyemailaftertheirlasttrip57%wereaskedtoprovidefeedbackbytextmessageaftertheirlasttrip26%wereaskedtoprovidefeedbackbypushnotificationaftertheirlasttrip19%(66%)ofbusinesstravelersprovidedfeedbackfortheirmostrecentstay2outof3AboutGBTAOmniHotels&ResortsexiststogiveguestsanauthenticfeelforthelocalflavorinleadingbusinessgatewaysandleisuredestinationsacrossNorthAmerica.Fromexceptionalgolfandsparetreatstodynamicbusinesssettings,eachOmnipropertyblendsseamlesslyintothelocalculturewhilefeaturingfour-diamondservices,signaturerestaurants,WiFiconnectivityanduniquewellnessoptions.AtOmni,wededicateourselvestoleavingalastingimpressionwitheveryguestthroughaward-winning,personalizedservice.Andtodemonstrateourappreciationtothosewhoareloyaltous,weofferaheightenedlevelofrecognitionandrewardsthroughourSelectGuest®loyaltyprogramandthecompany’sPowerofOne®associateempowermentprogram.AboutOmniTheGlobalBusinessTravelAssociation(GBTA)istheworld’slargestprofessionalassociationrepresentingthe$1.4trillionbusinesstravelindustry.Ourglobalmembershipincludes9,000-plusbusinesstravelprofessionalsfromeverycontinent.Collectively,ourmembersdirectlycontrolmorethan$345billionofglobalbusinesstravelandmeetingsexpendituresannually,andalsorepresenteveryfacetoftheglobaltravelindustrymarketplace.MethodologyOnlinesurveyof500businesstravelersintheUnitedStates.SurveyfieldedbetweenMay22,2018andJune1,2018Respondentsqualifiedifthey:Wereemployedfull-timeorpart-time.Traveledforbusinessinthepastyear.Stayedatahotelduringtheirlastbusinesstrip.Copyright©2018,AllRightsReserved.