Kimo Kippen is the Chief Learning Officer for Hilton Worldwide. What’s his view on Airbnb? He sums it up in one word: excited.
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Transcript – How does Airbnb or platforms like that, because now they’re not just Airbnb, it’s a very expanding and very competitive space, how does that play out in terms of the industry? I think it is not a zero sum game and that we, in this case in the hotel business, really have to just appreciate that, again, consumer/customers, our customers are going to want to access their, in this case their hotel solutions or their hospitality solutions in the way that they want to receive them. So we, again, want to make sure that from our brand value proposition that we’re able to offer brand value proposition that meets our customer’s needs. So we’re constantly looking in terms of innovation and how we can expand to meet that all still within the context of Hilton, our brands, our purpose and our vision and our mission. But then thinking about how that means how we drive greater loyalty with our customers so that they’re really part, you know, that we value them deeply as Hilton customers and as Hilton Honors members and that that’s something that we want to continue to expand and also to provide greater innovation in the way that we do that.
I think there’s so much to learn from Airbnb and providers such as that. Really for me what’s so exciting is the platform. Look at the Airbnb example or the Uber platform, again, these platforms don’t own taxis, they don’t own hotel rooms, but what they do have is the platform. And so think about it from our platform and where we’re taking again tied directly to our brand, in that platform, again, would be one that, of course, that would be digital and it would manifest itself on a very personal way customer to our service that we provide them, they would access it through the service that they receive. And that’s how we can drive greater loyalty being able to do that. But learning about the platform, how they’ve nuanced the platform, again, to meet the customer where the customer is at the unit of a one to have that all be self accessible and then all determined by, again, self through technology, that’s very exciting. So again, the innovation that we’re looking at, particularly within our guest rooms, is that this also would become your digital wallet; this becomes everything that you would control in your guestroom; this becomes everything that you would need to do within the hotel. And ultimately what we’re looking for is how all of that would be integrated together so that it would be seamless and transparent to the guest experience as they’re moving from department to department from leaving the hotel to then checking into go to their next experience or to catch their next flight, all of that becomes very much an integrated experience that they’re doing and that has to do with the platforms that are made available out there. Read Full Transcript Here: https://goo.gl/ePhOze.