innovating the guest experience: how to make millennials happy
TRANSCRIPT
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MILLENNIALSI N N O V A T I N G T H E G U E S T E X P E R I E N C E
HOW TO MAKE THEM HAPPY
w w w . A L I C E a p p . c o m
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Millennials are young adults born
and the early
1980s between the early
2000s
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The millennial generationis growing up in a
technologically advancedworld where travelling
and communication go hand-in-hand and are easier than
ever before
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They are the largestgeneration
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By many expect
they willdrive
of purchasedecisions
2018
50%
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TRAVELMILLENNIALS LOVE TO
BUT HOW?
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Local
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INFLUENTIAL
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MOBILE
1 in 5 Millennials Access The InternetExclusively Through Mobile Devices
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70% would like to visitall seven continents
ADVENTUROUS
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DISLOYAL
Less than 20% are enrolled in aloyalty program
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SPONTANEOUS
50% of Holiday Travelers Waitfor Last Minute Deals Before
Booking
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SOCIAL
95% use user-generated travelreviews regularly to make booking
decisions
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GREEN
3x more likely to book ‘green’ orenvironmentally-friendly
accommodations in 2015 versus2014
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It Is Not the Strongest ofthe Species that SurvivesBut the Most Adaptable
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TheSharingEconomy
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SOCIAL
LOCAL INFLUENTIAL
GREENSPONTANEOUS
ADVENTUROUS
DISLOYAL MOBILE
HOW TO WIN
OVER THE MILLENNIAL
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Engage: your neighbourhood
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Change: your public space
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Reward: Instant gratification
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Innovate: the communication
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Go Off Script: unique expriences
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Own: the conversation
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Value: social impact
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Brands are evolving
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“It’s about the spirit ofindependence; we aspireto create unique hotels
and experiences,”A l e x C a b a ñ a s , p r e s i d e n t a n d C E O o f B e n c h m a r k
H o s p i t a l i t y I n t e r n a t i o n a l