GBTA Ladders Program
The Experience of OVBTA Members
© 2015 GBTA. All rights reserved.
What is GBTA Ladders?
For passionate industry leaders, the GBTA Ladders Program
represents an opportunity to pass on wisdom acquired over the
course of a meaningful career.
For newcomers, the GBTA Ladders Program is the best way to get
in touch with successful professionals and tap into their
expertise. You will build connections and benefit from the experience
of your mentor.
How it Works
• One topic for each session
• Subject matter experts present
• Teams formed with mentors and mentees
• Each team prepares a presentation related to the topic
• Certain groups chosen to present at the GBTA Ladders Conference
• One group then chosen to present at GBTA Convention
• The 2017/2018 Application will be open through September 1, 2017.
http://www.gbta.org/Membership/Pages/GBTALaddersProgram.aspx
© 2015 GBTA. All rights reserved.
2
TEAM MONICA
MICHELLE COLLINS
Nautilus – a SIXTY Hotel
Senior Sales Manager
MARY PELINO
KATIE VIRTUE
MONICA WHITEHEAD
Sheraton Columbus Hotel
Business Development
Corporate United
Director, Category
Management - Travel
World Travel Inc.
Project Manager
TRAVELER CENTRIC METRICS
CHANGING THE WAY YOU MEASURE SUCCESS
HOW DO YOU DEAL WITH
THE SHARING ECONOMY,
TRAVELER SATISFACTION,
BLEISURE, SELF-BOOKING &
CUSTOMIZATION
REQUESTS?
TRAVELER CENTRICITY CAN
ADD PRESSURE
WHERE ARE OTHERS
STARTING?
HOW ARE OTHERS
IMPLEMENTING TRAVELER
CENTRICITY?
DOES TRAVELERCENTRICITY APPLY TO
CERTAIN COMPANIES?
WHAT MEASUREMENTS ARE
IMPORTANT FOR TRAVELERCENTRIC SUCCESS?
TRAVELER CENTRICITY CAN’T BE IGNORED
+ 66% SAY BUSINESS TRAVEL HAS POSITIVE
IMPACT ON TRAVELERS’ PERSONAL HEALTH.
71% INDICATED THAT BUSINESS TRAVEL IS
POSITIVE FOR PRODUCTIVITY
+80% SAY BUSINESS TRAVEL POSITIVELY
AFFECTS EMPLOYEES’ WILLINGNESS TO
REMAIN AT THE FIRM.
90% OF COMPANIES MAINTAIN KPIs ON
TRAVEL SAVINGS, BUT ONLY 30% TRACK
KPIs FOR TRAVELER-CENTRIC CONCEPTS
APPROACHING TRAVELER-CENTRICITY
Research
Interviews
Survey
$350 MILLION - $4
BILLION IN
COMPANY REVENUE
80% WITH +$5
MILLION IN TRAVEL
SPEND
ARTICLES
WEBINARS, WHITE
PAPERS
8 INDUSTRIES
6 INDUSTRIES
PERSONAL
EXPERIENCE
DEFINING KEY TRAVELER-CENTRIC METRICS
SATISFACTION
Level of contentment travelers feel about work and
the travel program, which can affect performance.
WELLNESS
Considering health (diet, fitness, mind, etc.) during
travel to reduce stress.
WORK-LIFE BALANCE
Prioritizing between work and travel and lifestyle
(health, leisure, family, etc.)
RETENTION
Travel programs success in retaining and attracting
employees who travel +25% of the time.
PRODUCTIVITY
Assessment of efficiency and success of a traveler
evaluated by their output.
SURVEY APPROACH
IMPORTANCE
UTILIZATION
LIKELIHOOD OF
MEASUREMENT
EASE OF
MEASUREMENT
SURVEY INSIGHTS
HIGH
IMPORTANCE
LOW
MEASUREMENT
HIGH
RETENTION
Aligning with HR
Methods of
Measurement
• HR tracking attrition of
road warriors
• Look at rates of
absenteeism
Showing ROI
• Compare retention
rate of travelers to rest
of employees
• Avg cost to replace a
traveler position
“83% of road
warriors said travel
policy is at least
important as pay or
responsibility.”
Companies likely to
adopt
• Finance, insurance,
technology
• Large Salesforce
• Strong HR relationship
Related Technology
• Expense analytics
• Internal review and
comment site
RETENTION
How it’s implemented
• Recruiting
• Benefits section of the careers page
• Part of the onboarding training
• PwC is using travel as a competitive
advantage as they face a war for
talent
WELLNESS
Consider a travelers
psychological,
emotional and
physical health
Methods of
Measurement
• Traveler Survey
• Trip Friction Metrics
• CWT’s Traveler Stress
Index
Showing ROI
• Decreases stress
• Attracts new employees
• Lowers healthcare costs
CWT’s Travel Stress
Companies likely to
Index estimates the
adopt
equivalent of 6.9 hours
• High international travel
($662) is lost in
• Chief Wellness Officer /
productivity per trip
HR
from the stresses of
• Younger travelers
business travel.
Related Technology
• Travel to Wellness app
• My Travel Health app
WELLNESS
How it’s implemented
• Reimbursement for gym fees while
traveling
• Health and wellness recommendations
for top company destinations
• Collaborate with HR on expanding your
Corporate Wellness program to
incorporate travel
WORK-LIFE BALANCE
Finding balance
leading to higher
satisfaction,
productivity and
retention.
Methods of
Measurement
• Traveler Attitude Survey
• Focus Groups
• Glassdoor.com
Showing ROI
• Reduces Absenteeism
• Increases Productivity
• Improves Morale and
Working Relationships
Companies likely to
58% of business
adopt
travelers see travel as
• Those with a large
a way to achieve
portion of millennials
diversity in working
• High # of travelers
life.
• Longer avg. trip length
Related Technology
• Tools that support work
from home
• Bleisure through OBT
• Leisure discounts
WORK-LIFE BALANCE
How it’s implemented
• Flights arriving after 7pm allow for late
start the next day
• Defining in your policy how leisure can
be combined with a work trip,
especially for flights and hotels
SATISFACTION
The ultimate driver of
traveler-centricity
Methods of
Measurement
• Quarterly road warrior
calls
• Roundtables with TMC
Account Managers
• Surveys
•
Showing ROI
• Road Trip Attrition Rate
• Trip Scrap Rate
• Trip Quality
38% assert the travel
Companies likely to
policy is equally
adopt
important as the pay
and job responsibilities • Technology, Finance
• Auditing Firms
Related Technology
• Traveler Scorecard
• Expense Apps
• Rocketrip
SATISFACTION
How it's implemented
• Reimbursement for TSA Precheck,
airlounge membership, Global Entry
• Easier expense reporting
• Higher status with loyalty reward
points
• Interpublic Group uses often dreaded
exceptions to tailor their policy
PRODUCTIVITY
Providing the right tools
and tips for
accomplishment.
Methods of
Measurement
• Expensify
• Chrome River
• Concur
Road Warriors stated that
their productivity would
increase by an average of
44% if just 4 improvements
were made.
Companies likely to
adopt
• Advertising,
Production
• Creatives
• Finance
Showing ROI
• Reducing Traveler
Friction
• Relate sales results to
travel metrics
Related Technology
•
•
•
•
TripIt
Travefy
Triplingo
Hipmunk
PRODUCTIVITY
How it's implemented
• Reimbursement for airplane wifi
• Ability to take non stop flights
• Reimburse business class on flights
6 hours or more
• Paid time off after long bout of
travel
GETTING STARTED
Get input from top travelers on which
areas are critical to them; needs will differ
by company and culture.
Meet with HR to discuss common goals
and what they are already doing for
travelers.
Collaborate with marketing for
communication support.
Talk with sales about expectations, if this
area encompasses the largest group of
travelers.
Assemble a pilot group that is committed
to change and can set an example for
others.
QUESTIONS?
CREDITS
“Competition in Job Market Lets Professionals Set Their Travel Terms” By Martha C. White; NY Times; March 13, 2017
http://tclara.com/wp-content/uploads/2016/08/Traveler-Friction-Insights-from-US-Road-Warriors.pdf
“The Way of the Productive Road Warrior: Advice for Business Travelers” By Laura Stack; March 18, 2016
https://www.salesforce.com/blog/2016/03/way-of-the-productive-road-warrior-business-traveler.html
“How To Plan A Successful Business Trip” By Yem Ahiatsi; April 3rd, 2015
https://blog.travefy.com/2015/04/productivity-tips-for-business-travel/?hvid=2QJw6t
“The Psychology of Employee Satisfaction.” Boundless Psychology; May 26 2016 https://www.boundless.com/psychology/textbooks/boundlesspsychology-textbook/workplace-psychology-21/workplace-psychology-106/the-psychology-of-employee-satisfaction-402-12937/
“Job Satisfaction Vs. Production” By Lisa Magloff
http://smallbusiness.chron.com/job-satisfaction-vs-production-18821.html
“Meet the Modern Business Traveler” By ACTE and AMEX GBT; October 2017
https://buyingbusinesstravel.com/feature/0126925-health-wealth-and-happiness
“Workplaces the Work”
http://hrcouncil.ca/hr-toolkit/workplaces-health-safety.cfm
“2016 Business Travel Forecast and Trends” By Acendas
http://acendas.com/2015/12/30/2016-business-travel-forecast-and-trends/
“Is Travel Policy a Tool to Recruit and Retain Key Staff?” February 13, 2017
https://www.businesstravel-iq.com/article/blog/iq-player/2017/02/13/is-travel-policy-a-tool-to-recruit-and-retain-key-staff-webinar
“Capita to Deliver Data-Driven Traveler Wellness Tools” By Amon Cohen; February 21, 2017
http://www.businesstravelnews.com/Management/Capita-to-Deliver-Data-Driven-Traveler-WellnessTools?a=btn&cid=eltrdaily&[email protected]