What is going on in the hospitality technology world? When it comes to success in the hospitality realm, it is important to know what consumers are interested in at the moment. We have broken down the basic areas we write about and gathered some insights by the numbers.

Tech:

  • Studies show businesses see 72% success rate in increased sales after implementing free WiFi
  • In hospitality, 56% of consumers believe artificial intelligence can help economic growth and elevate poor customer service
  • 68% of hotel operators see virtual reality being used for employee training, while 64% see it improving guest entertainment
  • 66% of guests support having virtual reality for touring properties during booking

Brand:

  • 82% of consumers with high emotional engagement always buy the brand they are loyal to
  • 83% trust the referrals of their friends, coworkers, and family members more than that of any other person
  • More than 25% of millennials that participate in loyalty programs are very likely to post about a brand in exchange for loyalty points
  • 59% of travelers say their hotel stay is significantly more comfortable if services are personalized
  • 75% of consumers are unhappy when they receive generic brand promotions/offers

Website:

  • 57% of consumers order their food from a website
  • Online ordering improves marketing/CRM by over 30%
  • Digital ordering is growing 300% faster than dine-in traffic
  • Videos around the 2 minute mark get the most amount of engagement
  • 88% of consumers will switch to a different website (or app) when one isn’t meeting their needs

Social Media:

  • More than 50% of travelers check social media for travel tips and 95% of consumers read reviews before booking
  • 94% of millennial travelers use Facebook while traveling and 71% use Instagram
  • Research shows consumers spend an average of 5.5 hours per day with UGCs, either listing their reviews or viewing those of others
  • More than 50% of US consumers put their trust in UGCs over any other information on a company website
  • Apart from their friends and relatives, millennials gave TripAdvisor an 81% approval rating and a 76% rating for OTAs
  • Instagram is the #1 social media app for engagement with restaurant brands

Apps/Mobile:

  • 49% of direct online bookings are now on mobile, compared to 31% in 2016
  • Orders placed via smartphone are expected to account for more than 10% of all quick-service restaurant sales by 2020, at which point mobile ordering is expected to be a $38 billion industry
  • 95% of mobile users conduct hospitality searches on their mobile device

We believe these insights mean something and should be used to adjust marketing plans and future investments in hospitality. It’s all about technology today and we recommend making the advancements necessary to keep up with it.

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