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Using Augmented Reality to Enhance Guest Experience

Posted by Taylor Kennedy on November 29, 2016 in Branding

INTRODUCTION

3D-augmented-reality-playmearAccording to Mashable, augmented reality (AR) is a live, direct or indirect, view of a physical, real-world environment whose elements are augmented by computer-generated sensory input such as sound, video graphics or GPS data.

Here are a few ways to use augmented reality in your hotel and enhance your guests’ experiences.

USE AR BEFORE GUESTS STEP FOOT IN HOTEL

It should be no surprise that a study found that prospective guests want to know the features of a room during their decision-making process. Use AR to make guests feel like they’ve personally visited the property and seen the rooms and amenities from their mobile or desktop device.

Just by pointing your device in a certain way, potential guests can picture themselves sitting at the hotel bar or lobby lounge. If they point the device in a different direction, guests can read reviews and recommendations.

A campaign by Marriott gives its guests the opportunity to “travel the world” through virtual reality glasses.

ADD AUGMENTED REALITY DURING THE STAY

Augmented reality can help hotels improve customer’s convenience, including allowing guests to find their room easily by following a set of arrows on their phone or telling guests when their room was last cleaned.

Here’s another idea: each guest room in the hotel includes a wall map of the surrounding area. If the guest points their device at the wall, they can receive information about things to do around the area.

AR also can be used in other places in the hotel, including the fitness center. Add a screen to the treadmill so guests feel like they’re running on a beach, or put a screen on the stationary bike so guests can compete in the Tour de France.

FOR MORE INFORMATION

Revelation PR, Advertising & Social Media offers hotels, B&Bs and resorts services related to media relations, community relations, branding, group sales, SEO/SEM and social media management. Please contact Brian Lee, brian [at] experiencerevelation.com or 608-622-7767.

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How Hospitals Should Handle a Cybersecurity Breach

Posted by Taylor Kennedy on November 17, 2016 in Public relations

CybersecurityDoes your hospital have a cybersecurity crisis management plan? According to the 2015 Data Breach Industry Forecast, data breaches cost the healthcare industry $5.6 billion each year. Having a plan could be the difference between a costly and time-consuming ordeal that hurts your reputation or having your valuable information saved.

Your communications team should establish clear protocols for departments to report security breaches to top management. When putting together the protocols, think about answering the following questions: What level of information is at risk? How many people are affected? What steps should be taken to secure remaining data?

Another important step is monitoring the media (traditional or social). You also should keep a running spreadsheet to share with management. If reporters contact your hospital, respond promptly (e.g. acknowledge you received request).

Once the cybersecurity plan is completed, you should add it to your overall crisis communications plan and keep it updated every quarter. Having this plan in place also can be a talking point to patients to reassure them that the hospital is doing everything it can to protect against and mitigate a breach.

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Have Your Guests Tell Your Brand’s Stories

Posted by Brian Lee on November 10, 2016 in Branding

INTRODUCTION

hotel barWhether your hotel is boutique, budget-conscious, business-friendly, luxury or any other type, you should know that guests are the ones who ultimately define your brand. Still, you can shape their experiences so that they’re telling the stories you want them to tell.

Your hotel will need to balance a unique selling proposition (differentiation) with the ability to evolve down the road. Here are some ideas for accomplishing this goal.

BE TRULY DIFFERENT

Hotels are commodities. If you don’t want to compete for guests solely on price, you have to create an experience that is different from your competitors. Once you decide on those factors, you can’t just say it, you have to prove it.

For example, one business hotel offers to deliver fitness equipment (e.g. exercise bike) directly to the busy guest’s room. Another hotel creates a seamless experience by having one person act as the shuttle driver, check-in person and bellhop.

Make sure to convey these unique brand experiences before (e.g. Facebook page), during (e.g. concierge) and even after (e.g. follow-up email) your guests’ stay.

Be careful not to try to please every guest type. It’s better to go deep in fulfilling the needs of 2-3 types of guest vs. being shallow in branding for 8-10 types of guest.

CREATE SHAREABLE MOMENTS

What better to authentically market your hotel than by having your customers do it for you? The idea is to use word-of-mouth marketing that focuses on “Instagrammable moments.” For instance, wouldn’t you want your guests to share a photo of that exercise bike in their own room?

Here’s another example: if one of your differentiators is having a better breakfast for guests, put something unexpected on the breakfast bar, such as hash browns in shapes formed by cookie cutters or mini-BLT sandwiches. Public areas and guest rooms should follow similar concepts. You’re basically making it hard for a guest not to take a photo or video.

You yourself also should capture these moments as photos and videos and post them on Pinterest, Twitter, Instagram, etc. so that your customers can share that content even when they’re not inside your hotel.

FOR MORE INFORMATION

Revelation PR, Advertising & Social Media offers hotels, B&Bs and resorts services related to media relations, community relations, branding, group sales, SEO/SEM and social media management. Please contact Brian Lee, brian [at] experiencerevelation.com or 608-622-7767.

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