Jeff Lewis, Viator - Tourism Victoria
Jeff Lewis, Viator - Tourism Victoria
Jeff Lewis, Viator - Tourism Victoria
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World Leading Activities OTA<br />
<strong>Victoria</strong>’s International Exchange, 2012
Colonial Tramcar Restaurant<br />
848 Reviews<br />
A must include activity for visitors to Melbourne,<br />
especially those from overseas. The whole<br />
experience is fun, the food quality is great and the<br />
attention given is second to none.<br />
1
321 Reviews<br />
Australian Wine Tour Company<br />
Excellent tour and our guide was fantastic. She<br />
was well informed on how to taste and enjoy<br />
wines of the region! Great day tour!<br />
2
Melbourne Sports Tours<br />
42 Reviews<br />
WONDERFUL time. We played tennis on<br />
Margaret Court Arena - my friends are<br />
jealous! Sammy was a great guide.
OTAs : More than just a sales channel<br />
Marketing & Brand<br />
• Trusted international brand<br />
• Existing customers & large audience<br />
• Detailed product information with user reviews, photos and video<br />
Click to edit Master title style<br />
• Advanced online marketing capability (SEO, SEM, social)<br />
Sales distribution and channels<br />
• Many devices<br />
• Partnerships<br />
• Affiliate Programs<br />
Education & Awareness<br />
• Discover new categories and services<br />
• Call centres<br />
• Attractions and Recommendations Database<br />
• Online, pre-travel and in destination cross selling<br />
Support<br />
• International Toll Free Customer Care<br />
• 24/7 email and customer service portal<br />
Technology<br />
• Online sales<br />
• Last minute sales<br />
• Excess inventory deals<br />
• Social sites integration
<strong>Viator</strong>: The Leader in Destination Activities<br />
The leading global online seller of tours and<br />
activities<br />
Click • Curated to edit selection Master title of products style from prescreened<br />
operators<br />
• 10,000+ tours and activities in over 800<br />
destinations<br />
• Over 4 million web visitors each month<br />
A trusted brand to travellers, local operators<br />
and distribution partners worldwide<br />
Experiencing rapid growth since 2005<br />
Headquartered in San Francisco<br />
• Offices in London, Las Vegas and Sydney<br />
• 150+ employees and growing<br />
5
Market-leading Consumer Websites<br />
• 350,000+ traveller submitted<br />
reviews, photos and videos<br />
• Exclusive products and deals,<br />
Click<br />
with best<br />
to edit<br />
prices<br />
Master<br />
guaranteed<br />
title style<br />
• Trip planning tools including<br />
expert information on 4,000+<br />
attractions, suggested itineraries,<br />
maps and videos<br />
• Facebook integration for easy<br />
membership and sharing<br />
• Active engagement with<br />
consumers on all major social<br />
platforms<br />
• Professionally translated;<br />
localised for 9 key markets<br />
• Ability to transact in five<br />
currencies<br />
9 local language sites :<br />
French<br />
German<br />
Spanish<br />
Swedish<br />
Norwegian<br />
More to come….<br />
Portuguese<br />
Dutch<br />
Danish<br />
Japanese
Market-leading Mobile Offerings<br />
<strong>Viator</strong> is with the traveller at all times<br />
• Apps for iPhone, iPad, and Android;<br />
Click • Mobile to edit websites Master in title 6 languages, style optimised<br />
for all smartphone devices<br />
• <strong>Viator</strong> honoured by Apple for its industryleading<br />
mobile efforts with 2 “Best Travel<br />
Apps of 2011” awards on iTunes<br />
• Over 300,000 downloads for iPhone app<br />
Top Consumer Benefits:<br />
• Ability to find attractions and tours nearby<br />
based on the device GPS<br />
• Ability to book same day, or within hours<br />
of start time, utilising e-vouchers<br />
• Access to last-minute deals<br />
• Full access to <strong>Viator</strong>’s traveller reviews,<br />
high-res photos and full-screen videos
<strong>Viator</strong>’s Expanding Partner and Affiliate Network<br />
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…and over 2,000+ active partners
Enhanced Selling Efforts in <strong>Viator</strong> Customer Contact Center<br />
Call Center sales channel at all-time high<br />
•Over 30 agents in Las Vegas-based team<br />
•Comprehensive<br />
Click to edit Master<br />
training<br />
title<br />
program<br />
style<br />
ensures core<br />
knowledge of global product range<br />
•Multilingual staff support 4 languages<br />
•24 / 7 live agent availability in 2013<br />
•Upselling and cross selling when handling<br />
inbound calls<br />
•Live agents further enables mobile and indestination<br />
offerings<br />
•Supplier-led training sessions and agent<br />
incentive plans strongly encouraged
<strong>Viator</strong> Supplier Connectivity Platform<br />
Key functions:<br />
• Review future and past bookings<br />
• Click Ability to to edit open Master or close title inventory style<br />
• Ability to cancel and amend bookings<br />
• Run sales reports and manifests<br />
• Monitor and respond to traveller reviews<br />
Key benefits:<br />
• Efficient management of last-minute<br />
inventory<br />
• Reduction in administrative needs;<br />
eliminates back-and-forth interaction<br />
• Access to data to identify booking trends<br />
• Faster time to market with targeted deals<br />
<strong>Viator</strong> booking API available for suppliers<br />
interested in deeper integration
New in 2012: <strong>Viator</strong> Video<br />
• <strong>Viator</strong> in-house video team<br />
shot 500+ hours of high<br />
quality footage of tours and<br />
Click<br />
activities<br />
to edit Master title style<br />
• All videos hosted by <strong>Viator</strong>contracted<br />
talent and<br />
professionally produced<br />
• 250+ premium HD videos in<br />
the pipeline, with more to<br />
come in 2013<br />
• Premium video product<br />
launches on <strong>Viator</strong>.com<br />
November 2012<br />
• Video content proven to<br />
drive improved traffic and<br />
conversion
<strong>Viator</strong> Brand Advertisement Campaign<br />
Print and online campaign across world leading<br />
magazines, newspapers and websites including<br />
Frommers, Fodors, TripAdvisor, Kayak, HomeAway<br />
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Travel & Leisure<br />
Magazine<br />
New York Times<br />
Conde Nast Traveler Budget Travel<br />
New Yorker<br />
United Airlines<br />
Hemispheres<br />
National Geographic<br />
Traveler<br />
Delta Sky
Working with <strong>Viator</strong><br />
What are we looking for?<br />
•Trusted operators<br />
•Unique experiences (a point of difference)<br />
•Regular Click departures to edit Master & availability title style<br />
•Multi lingual tours<br />
•Experience based multi day products (regional exposure)<br />
How to succeed on <strong>Viator</strong><br />
•High quality unique experiences<br />
•Happy customers => great reviews => best seller<br />
•Last minute availability<br />
•Upload Member only Deals<br />
•Provide high quality photos and video<br />
•Manage availability using extranet or API<br />
•Co-funded marketing promotions<br />
•Read customer reviews and act on consumer feedback<br />
•Encourage our customers to submit reviews and photos<br />
Next Steps<br />
•If you’re interested in becoming a supplier or partner, visit viator.com for more information
<strong>Viator</strong>: Global Platform for Tours & Activities Distribution<br />
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Suppliers Choose <strong>Viator</strong> for:<br />
• Large and growing sales volume<br />
• Global affluent customer base<br />
• Distribution through top brands via <strong>Viator</strong><br />
partner program<br />
• Effective online, offline, email and social<br />
marketing that drive real results<br />
• Access to customers in-destination via<br />
mobile platforms<br />
• Expert live sales agents for cross-selling<br />
• Easy-to-use supplier connectivity tools for<br />
effective management of pricing, inventory<br />
and customer support<br />
• Reliable and timely electronic payment<br />
RESULTS!<br />
14
Go West Tours<br />
330 Reviews<br />
Thanks for listening!<br />
This was our first day tour with you and boy,<br />
did we hit the jackpot! Lee, our guide was<br />
amazing. The day was absolutely superb.<br />
15
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