1. THINK TANK Virtual Walk Throughs - by Trekwireless Lauriane LAURENT MBA 2 A

2. Description of the service Trek Wireless launched an innovative new digital service applicable to the hospitality sector which significantly leverages the customers’ experience. It provides them with top quality virtual visits (using 360°, panoramic views) of the hotel and its neighborhood. Available via all kinds of devices (mobile, tablets, PC) you can be sure it will always provide a WOW effect! Its aim? Help hoteliers make dream their customers in advance, anticipate their needs and match their expectations for a higher conversion rate… Provide the guests with rich, complete, relevant and trustable information, that they will share and use easily anywhere, anytime!

3. Example of a virtual tour: The Taj Mahal Hotel in New Delhi

4. What will be the impact on customer service expectations of the capabilities presented? What the service offers is… As much information as possible A visual experience,” close to reality “ Access to independent reviews Ability to share with your contacts Ability to use the service anytime, anywhere on any device… (PC, Mobile, Tablets, laptops) Top quality image and fast downloads for WOW effects! Inside and outside virtual tours An easy-to-navigate application The possibility to book directly without leaving the page

5. What will be the impact on customer service expectations of the capabilities presented? So the impact on Customer Service expectations is… A guarantee that the “dream” will match the “reality” = TRUST + NO SURPRISE Trust: images are updated and even dated and customers can access social reviews No surprise: thanks to the high quality images and the fast downloads, “walkthrough effect” and very detailed visit around all the hotel and even outside of the hotel

6. What will be the impact on customer service expectations of the capabilities presented? The service offers a real added value to the hotels thanks to a remote luxury experience for their guests… With the integration of a booking engine in the pages, after dreaming watching the tours how could customers resist to a small break in the hotel?

7. What types of hospitality operations will benefit + how ? Luxury hotels with historic walls and unique design Theme hotels and boutique hotels Hotels that are situated in a particularly attractive and touristic environment and that can include virtual tours of the attractions suggested by the concierge Overall, hotels that have a budget to spend on this service (for a more complete and quality experience) and that can take the time to update the tool… Visuals are among the most effective marketing tools today: more powerful than words, pictures speak for themselves…Think about it!

8. What types of services or benefits currently OUTSIDE of a property can be integrated into presented capabilities ? Access to the neighborhood virtual tour The location of the hotel may be its main strength so why not focusing on the many activities surrounding the hotel? Suggested tour by the concierge Videos showing the concierge speaking directly to the guests and could be integrated in the “things to do” when at the hotel Virtual tours showing the different modes of transportation Integrate videos in the tours to explain which options you have to move around the hotel and visit the city, with for each their pros and cons…

9. How can a hotel use the capabilities to create digital differentiation - and thus a competitive advantage ? The hotel could improve and differentiate its service by: Adding a customizable tool bar to navigate through the app Adding a “historic basket” where you can put aside the videos you like and add some notes before posting them Add specific audio sounds and music adapted to each environment with a possibility for the customers to choose among your selection (more sensorial experience) Integrate a Q&A section in the tours Integrate a “?” button in the tours with the specific information you want to give (add the menu for the restaurant, the treatments available in the spa, the fees for the rooms etc…) Adapt the reviews to the rooms (about the rooms when in the room virtual tour)

10. How can a hotel use the capabilities to create digital differentiation - and thus a competitive advantage ? The hotel could also look ahead and be the first to offer: A 3 D experience (with no glasses required) A HD experience Integrate videos in the tours for a more customized experience (making intervene the concierge or other members of the staff to introduce the facilities) Panoramic experience as often as possible Keeping updating its videos and tours, inside and outside Offer an updated program of the “things to do around” and “suggested tours by the concierge”

11. How can a hotel use the capabilities to create digital differentiation - and thus a competitive advantage ? Monitor your pages for a bettercompetitiveadvantage and find the toolsthatwork… Differentiatingisgreat but youneed to monitor yourresults Web analytics are essential to justifyyourspending and future development Important analytics are: bounce rate, time per page, traffic sources Do not beafraid of experiencing as long as you know whereyou are going! The aim of virtual tours is not to belookedat but to generatedreams for the customers (whoshouldspend time on thembeforefinallybooking!)

12. What impressed you the most about the particular topic that you selected? Possibility to have this “walkthrough result” thank to the combination of the high quality of the images and the speed of downloading The Zoom possibilities for even more details The sophistication of the service with the integration of many capabilities (SM integration, reviews, booking engine etc.) The ease of use of such a complete service The possibilities of development already on track (3D, HD, etc.)

13. Conclusion Hotelierscan’tafford to be passive anymore. They have to be « active » and anticipate the needs and expectations of theircustomers. Virtual tours are a good way to boost conversion rate and to makedream the guestsbeforethey arrive and to providethemwith relevant, interesting, complete and trustable information thanks to the differentcapabilitiesintegrated in the service. Keepingupdatedwith the new trends is crucial though to satisfy the guests on the long run and reachthem (adapt to the new devices). Lookingforward to seeingwhat the nextgeneration of virtual tours willbeas the current service isalreadysoamazing!