The changing digital visitor: how the modern travel consumer finds inspiration, researches and plans, leveraging desktop and mobile devices before, during and after their trip | Scott Caufield | #SoMeT15US New Orleans, USA
Scott Caufield manages the Midwest region at TripAdvisor where he helps destinations and non-profit attractions gain exposure to the site’s 375 million monthly travelers. Fifteen years of digital advertising experience has enabled Scott to work with hundreds of clients in the travel sector to help them navigate the ever-evolving world of online marketing. Scott is a member of several professional travel associations, and speaks to groups across the Central US on how to get the most out of TripAdvisor.
Ähnlich wie The changing digital visitor: how the modern travel consumer finds inspiration, researches and plans, leveraging desktop and mobile devices before, during and after their trip | Scott Caufield | #SoMeT15US New Orleans, USA
Ähnlich wie The changing digital visitor: how the modern travel consumer finds inspiration, researches and plans, leveraging desktop and mobile devices before, during and after their trip | Scott Caufield | #SoMeT15US New Orleans, USA (20)
The changing digital visitor: how the modern travel consumer finds inspiration, researches and plans, leveraging desktop and mobile devices before, during and after their trip | Scott Caufield | #SoMeT15US New Orleans, USA
1. The changing digital visitor: how the modern travel consumer finds
inspiration, researches and plans, leveraging desktop and mobile
devices before, during and after their trip
Presented by Scott Caufield
DMO Sales Manager, Midwest
Twitter: @scottcaufield
3. Marketing strategy shifts with consumer behavior
Mobile is a new opportunity to reach engaged consumers
4. Source: comScore July 2015
36,804
32,413
17,315
12,246
7,765
10,047
8,667
9,193
8,530
6,664
8,023
4,421
7,226
6,767
5,575
6,410
5,493
4,764
6,099
3,055
5,042
3,215
6,062
4,191
3,451
40,118
36,480
9,458
5,813
9,274
6,988
6,618
4,621
5,204
6,089
4,607
7,801
4,699
5,007
5,178
3,998
4,445
4,680
3,079
6,114
3,203
4,750
1,813
2,710
3,104
0 10,000 20,000 30,000 40,000 50,000 60,000 70,000 80,000 90,000
TripAdvisor Media Group
TripAdvisor
Expedia
Priceline
HomeAway
Southwest Airlines Co.
Hotels.com
Booking.com
Orbitz Worldwide
Marriott
Yahoo Travel
USA Today
Kayak.com
Hilton Hotels
United Airlines
Delta Airlines
American Airlines
InterContinental Hotels Group
Hotwire
Disney Parks & Travel
Travelocity
About.com Travel
CheapOair
Enterprise
CNN Travel
TripAdvisor – United States (incl. mobile)
TripAdvisor has nearly 32.4m users on desktop and over 36m mobile users
Mobile ExclusiveDesktop
4
5. Traveler Life Cycle
Awareness
Not planning…
but open to inspiration
Consideration
Starting
the process
Comparison
Short list of
hotels
Booking
Flight -> Hotel
Experience
Actively
on vacation
Advocate
Reviews,
Facebook,
WoM
Week -20+
“Not Yet Ready”
Week -16:
• 5 Destinations
• 0 Hotels
Week -12:
• 3 Destinations
• 6 Hotels
Week -4:
• 1 Destination
• 15 Hotels
Week 0
• Booked
Book Additional Activities
• Restaurants
• Attractions
• Tours, etc.
Already thinking
about next trip!
6. • More than 40,000 surveyed
• Reveals the motivations behind travelers’
vacation choices
• Reports emotional differences at the
various stages of a vacation and post-trip
www.tripadvisor.com/TripBarometer
7. The Connected Traveler
Source: TripBarometer Connected Traveler Report 2015
There’s a growing subset of Connected
Travelers, or travelers who have used
their smartphone to plan or book travel.
9. Traveler Life Cycle: Pre-Trip
Awareness
Not planning…
but open to inspiration
Consideration
Starting
the process
Comparison
Short list of
hotels
Booking
Flight -> Hotel
Week -20+
“Not Yet Ready”
Week -16:
• 5 Destinations
• 0 Hotels
Week -12:
• 3 Destinations
• 6 Hotels
Week -4:
• 1 Destination
• 15 Hotels
Week 0
• Booked
10. Transactors who visited
TripAdvisor:
% increase vs. non
TripAdvisor visitors
Site Visits (31 vs. 11) +188%
Pageviews (167 vs. 49) +240%
Minutes Researching (98 vs. 29) +243%
Searches (36 vs. 16) +133%
Days (88 vs. 75) +17%
Source: comScore Data Services
12. Online Travel Traffic Trends
Source: Phocuswright’s The Mobile Travel Landscape 2015
Cumulative Mobile Travel Gross Bookings Growth by Market, 2012-2016
390% 379% 171%
5,729%
1,327%
U.S. Europe Japan China India
13. The Connected Traveler
Source: TripBarometer Connected Traveler Report 2015
What Mobile Themed Amenities do
Connected Travelers Look For?
16. The Connected Traveler
Mobile vs. Desktop
Source: TripBarometer Connected Traveler Report 2015
While laptops are still the most common
method for booking (55%), mobile
booking isn’t far behind at 45% for
Connected Travelers.
17. The Connected Traveler
What’s important?
Source: TripBarometer Connected Traveler Report 2015
What Connected Travelers find Very
Important when booking:
TripAdvisor Reviews - 58%
Recommendations from friends - 49%
Amenities - 44%
Promotions/Discounts - 39%
19. Traveler Life Cycle: During the Trip
Experience
Actively
on vacationBook Additional Activities
• Restaurants
• Attractions
• Tours, etc.
20. The Connected Traveler
Connected Travelers are especially engaged on mobile while on their trip
Source: TripBarometer Connected Traveler Report 2015
Getting Directions/Using Maps:
Global Travelers - 67%
Connected Travelers - 81%
21. The Connected Traveler
Connected Travelers are especially engaged on mobile while on their trip
Source: TripBarometer Connected Traveler Report 2015
Looking for Restaurants:
Global Travelers - 56%
Connected Travelers - 72%
22. The Connected Traveler
Connected Travelers are especially engaged on mobile while on their trip
Source: TripBarometer Connected Traveler Report 2015
Looking for Activities:
Global Travelers - 51%
Connected Travelers - 67%
23. The Connected Traveler
Connected Travelers are especially engaged on mobile while on their trip
Source: TripBarometer Connected Traveler Report 2015
Reading Reviews:
Global Travelers - 47%
Connected Travelers - 64%
24. More than 80% of TripAdvisor travelers feel that
TripAdvisor reviews help them
feel more confident in their
travel decisions and
have a better trip
Source: PhoCusWright’s “Custom Survey Research Engagement,” prepared for TripAdvisor. December 2013.
28. Post Trip Feelings
More Travel, Please!
Source: TripBarometer Psychology of Travel Report, 2014
Don’t Put the Suitcase Away Yet!
66%
of travelers are prompted to book another
trip upon returning from vacation.
30. Takeaways
Source: TripBarometer Psychology of Travel Report, 2014
• Mobile and desktop coexist in the path to
purchase, but mobile is most dominant.
• Review site content is the strongest driver
in booking and a key factor for decisions
made during the trip.
• Engage with travelers post trip – they’re
already thinking about their next trip!
We live in a world dominated by mobile devices. As we’ll see, the desktop is not going away, but its role is less and less present as mobile’s foothold increases.
Mobile use isn’t just while on the go either – think about how many times you’re sitting on the couch checking your smartphone….
An Ad Age report from earlier this year indicates that mobile ad spending is set to double desktop ad spending by 2017. This signals a continued shift in where consumers – especially travelers – will be consuming online content.
TripAdvisor’s July 2015 comScore showed that mobile overtook desktop as the dominant environment our users employ to come to TripAdvisor.
We’re going to look at what we call the Traveler Life Cycle; it outlines the typical TripAdvisor travel lifecycle that starts months out from the actual date of travel, and as the graphic indicates, is quite cyclical.
We’ll also be looking at a lot of data from TripAdvisor’s TripBarometer study.
TripBarometer is a Twice Annual Study conducted on behalf of TripAdvisor by an independent research firm. TripBarometer reaches 40,000-50,000 travelers and hoteliers around the world. The study reveals
Motivations behind travelers’ vacation choices
The emotional differences at various states of a vacation and post-trip
In a 2015 TripBarometer study, we introduced the Connected Traveler.
Connected Travelers are travelers who have used their smartphone to plan or book travel. And reaching these Connected Travelers is a big opportunity for destinations.
Our TripBarometer Connected Traveler report shows that more and more travelers are planning and booking travel on their mobile devices. Findings from TripBarometer show that smartphones are now an essential travel companion.
How prevalent is mobile usage for planning and enjoying travel?
Then take a look at these insights based on TripBarometer survey responses from more than 40,000 travelers and hoteliers around the globe. You’ll be better prepared to reach the lucrative Connected Travelers segment, or travelers who are keen on planning and booking travel on their smartphone.
Connected Travelers care more about your reviews and ratings than amenities and promotions.
Not only do Connected Travelers put more emphasis on reviews and ratings compared to other travelers, but they even care more about them than other booking drivers.
In fact, here’s a sample of what travelers find very important when choosing where to book:
Ratings/scores on review sites
Connected Travelers: 59%
Overall travelers: 53%
TripAdvisor reviews
Connected Travelers: 58%
Overall travelers: 53%
Recommendations from friends
Connected Travelers: 49%
Overall travelers: 45%
Accommodation amenities
Connected Travelers: 44%
Overall travelers: 40%
Promotions or discounts
Connected Travelers: 39%
Overall travelers: 36%
- See more at: https://www.tripadvisor.com/TripAdvisorInsights/n2643/drive-mobile-bookings-these-tripbarometer-insights#sthash.gJbGyH8R.dpuf
So, let’s take a look at the planning and booking stage. We’ll spend most of our time here, as this is often the most important stage of the travel process for many of you.
Most travelers start planning trips 3-4 months prior to travel and start booking 1-2 months before they go. Businesses estimate the majority of accommodation bookings are made 1-2 weeks before departure.
Three-quarters of travelers use TripAdvisor as a source of inspiration for vacations; it is the most influential source, closely followed by word-of-mouth.
Price is the most important factor when it comes to accommodation choices, though businesses perceive online reviews to have the bigger impact.
In the Pre-Trip Phase of the Traveler Life Cycle
A comscore study of a panel of their travel transactors showed that 50% of transactors visited TripAdvisor on their path to purchase, and that half that visited TripAdvisor did a considerable amount more research in terms of the number of sites, page views, minutes spent, and days taken to purchase.
Here’s a glimpse of year over year growth of mobile device use in the stages of trip planning & booking according to Phocuswright’s 2014 Traveler Technology Survey:
35% of travelers use a smartphone for destination selection - an increase from 25% in 2013
31% of travelers use a smartphone for travel shopping – up 6 percentage points from 2013
27% of travelers use a smartphone for booking – up from 16% in 2013
In the meantime, desktop remains pretty flat with 75-80% of travelers selecting, shopping, and booking online. Note the consistent decrease in desktop use from 2013 to 2014 however.
PhocusWright’s mobile travel landscape report shows a significant jump in Mobile travel bookings – it forecasts a 390% growth rate in mobile travel bookings from 2012-2016, which while impressive, is nothing compared to the 5729% forecast growth for China!
Connected Travelers have certain amenities they look for when they travel. Let’s check those out.
64% of connected travelers want hotels to provide power adpters so they can charge their devices. After all, all of that mobile research can kill a battery.
49% of accommodations provide these.
Of greater importance is the ability to book and check in via their mobile devices.
How does booking activity compare up for the connected traveler between desktop and mobile? Desktop still takes the majority of booking, but mobile is a close second
Connected Travelers care more about reviews and ratings than amenities and promotions.
Not only do Connected Travelers put more emphasis on reviews and ratings compared to other travelers, but they even care more about them than other booking drivers.
In fact, here’s a sample of what travelers find very important when choosing where to book:
Ratings/scores on review sites
Connected Travelers: 59%
Overall travelers: 53%
TripAdvisor reviews
Connected Travelers: 58%
Overall travelers: 53%
Recommendations from friends
Connected Travelers: 49%
Overall travelers: 45%
Accommodation amenities
Connected Travelers: 44%
Overall travelers: 40%
Promotions or discounts
Connected Travelers: 39%
Overall travelers: 36%
Let’s take a look at during the trip
In the Travler Life Cycle, our research shows that travelers are interested in researching experiences like restaurants, attractions and tours
Travelers are big into using their mobile during their trips.The lucrative Connected Travelers segment is especially engaged on mobile while on vacation:
Getting directions/using maps: 81%
Travelers are big into using their mobile during their trips.The lucrative Connected Travelers segment is especially engaged on mobile while on vacation:
Looking for restaurants: 72%
Travelers are big into using their mobile during their trips.The lucrative Connected Travelers segment is especially engaged on mobile while on vacation:
Looking for activities: 67%
Travelers are big into using their mobile during their trips.The lucrative Connected Travelers segment is especially engaged on mobile while on vacation:
Reading reviews: 64%
The Post-Trip phase is when travelers are home, and are sharing their experiences with others through submitting reviews, posting to Social Media, and word of mouth. It’s also a surprising place where trip inspiration
According to the 2014 TripBarometer Psychology of Travel Report, travelers return home from a trip feeling more tolerant, interested in learning something new, and with a desire to explore their own city more. Some will also focus more on relationships and spirituality.
An even more interesting statistic uncovered from the Psychology of travel study is that 2 in 3 travelers are prompted to start booking another trip upon returning.
Let’s shift gears to another incredibly important and rapidly growing part of our business: mobile.