Orbitz Worldwide Inc. has found that people who use Apple Inc.'s Mac computers spend as much as 30% more a night on hotels, so the online travel
agency is starting to show them different, and sometimes costlier, travel options than Windows visitors see.
rbitz Worldwide Inc.公司发现,苹果公司(Apple Inc.) Mac电脑的用户会比其他人多花30%的费用在酒店住宿上。因此,这家旅行服务网站开始向这些用户显示不同的酒店搜索结果,价格有时会比Windows用户看到的更高。
The Orbitz effort, which is in its early stages, demonstrates how tracking people's online activities can use even
seemingly innocuous information -- in this case, the fact that customers are visiting Orbitz.com from a Mac -- to start predicting their tastes and spending habits.
虽然Orbitz的这种尝试还处于初期阶段,但这反映出一个现象,即企业通过对用户网上活动的跟踪,能用看似无妨的信息(比如顾客用Mac电脑访问Orbitz.com网站)来判断其喜好和消费习惯。
Orbitz executives confirmed that the company is experimenting with showing different hotel offers to Mac and PC visitors, but said the company isn't showing the same room to different users at different prices. They also
pointed out that users can opt to rank results by price.
Orbitz的管理层确认,公司正在尝试对Mac用户和PC用户显示不同的酒店搜索结果,但对同一个酒店房间,公司不会向不同的用户显示不同的价格。此外,用户也可以将搜索结果按价格高低进行排序。
Orbitz found Mac users on average spend $20 to $30 more a night on hotels than their PC counterparts, a
significantmargin given the site's average
nightly hotel booking is around $100, chief
scientist Wai Gen Yee said. Mac users are 40% more likely to book a four- or five-star hotel than PC users, Mr. Yee said, and when Mac and PC users book the same hotel, Mac users tend to stay in more
expensive rooms.
Orbitz发现,Mac用户住酒店的平均价格要比PC用户高出20到30美元。Orbitz的首席科学家Wai Gen Yee说,考虑到在该网站成交的平均酒店价格约为100美元,这是一个相当大的空间。此外,Mac用户预订四星或五星级酒店的几率要比PC用户高出40%;哪怕是住相同的酒店,Mac用户也会选择价格更高的房间。
'We had the intuition, and we were able to
confirm it based on the data,' Orbitz Chief Technology Officer Roger Liew said.
Orbitz的首席技术长罗杰·里欧(Roger Liew)说,"我们有过这样的假设,现在得到了数据方面的支持。"
The sort of targeting undertaken by Orbitz is likely to become more
commonplace as online retailers
scramble to
identify new ways in which people's browsing data can be used to boost online sales. Orbitz lost $37 million in 2011 and its stock has fallen by more than 74% since its 2007 IPO.
互联网商家在争先恐后地研究消费者的数据浏览方式,以提升网上销售额;今后,像Orbitz这样的定位方式可能会变得更为普遍。2011年,Orbitz亏损3700万美元,其股价自2007年IPO以来下跌了74%以上。
The effort underscores how retailers are becoming bigger users of
so-called predictive analytics, crunching reams of data to guess the future shopping habits of customers. The goal is to
tailor offerings to people believed to have the highest 'lifetime value' to the retailer.
这种趋势表明,零售商正在越来越多地使用所谓的"预测分析"(predictive analytics),即通过大量的数据挖掘,猜测消费者未来的购买习惯,目的是定位那些拥有最高"终身价值"(lifetime value)的客户群,为其提供量身定制的产品和服务。
Orbitz first confirmed Mac users' preferences in October and began
working them into the
complicated mix of factors that determine its search results. The effect isn't always obvious. In tests performed by The Wall Street Journal, search results for hotels in cities including Las Vegas, Orlando, Philadelphia and Boston were the same for both Macs and PCs. A New York search turned up more
expensive hotels for Mac users, but only after the first 20 listed.
Orbitz在2011年12月首次确认了Mac用户的这一消费偏好,并开始将该因素纳入显示酒店搜索结果的复杂算法中,但应用的效果还不是很明显。《华尔街日报》做了几次测试,在拉斯维加斯、奥兰多、费城和波士顿等城市,使用Mac和PC出来的酒店搜索结果是一样的。当用Mac电脑搜索纽约市的酒店时,系统显示的酒店整体而言更贵一些,但前20个搜索结果不受影响。
Other searches showed more
significant differences. A Mac search for a hotel in Miami Beach for two nights in July displayed costlier boutique hotels on the first page of results, such as Sagamore, the Art Hotel and the Boulan South Beach, that weren't displayed on the PC's first page. Among hotels appearing in both searches, some pricier options (such as the $212 Eden Roc Renaissance and the $397 Fontainebleau) were listed higher on the Mac. Overall, hotels on the first page of the Mac search were about 11% more
expensive than they were on the PC.
其他一些搜索结果的差异要大一些。在用Mac搜索迈阿密海滩(Miami Beach)七月份住两个晚上的酒店时,首页显示的是价格较高的精品酒店,如Sagamore、Art Hotel和Boulan South Beach等,而它们在PC用户的搜索首页上没有出现。在两者都显示的搜索结果中,一些价格较高的酒店(如房价212美元的Eden Roc Renaissance酒店和397美元的Fontainebleau酒店)在Mac上显示的排位更高。总体而言,Mac搜索首页上的酒店价格要比PC的高出11%左右。
Similarly, hotels on the first page of results for Baton Rouge, La., appeared in different order for Mac and PC and were 13% more
expensive in
aggregate for the Mac search.
同样,分别用Mac和PC对路易斯安那州首府巴吞鲁日(Baton Rouge)的酒店进行搜索时,首页的酒店排序并不一致,Mac上显示的酒店整体要贵13%。
Rival travel sites Expedia Inc., Priceline.com Inc. and Travelocity, which is a unit of Sabre Holdings Corp., don't use a person's
computer operating
system when suggesting hotels, spokesmen said. Apple declined to comment.
Orbitz的竞争对手包括Expedia Inc.、Priceline.com Inc.以及Sabre Holdings Corp.旗下的Travelocity等,这些在线旅行网站的发言人称,他们都不通过识别用户电脑的操作系统来确定酒店搜索结果。苹果公司对此不予置评。
Neil Sazant, president of Sagamore, reacted with a mix of
admiration and concern to the algorithm. 'That's incredible, but I wouldn't want to miss out on PC users,' he said. Mr. Sazant says about 15% of rooms at the 93-room hotel are booked through a mix of online sites like Orbitz and that appearing on the first page of results is important in those searches.
Sagamore酒店的总裁尼尔·沙曾特(Neil Sazant)对这种搜索算法既欣赏又担忧,"这种方法很奇妙,但我不想在Mac和PC用户上厚此薄彼。"他说该酒店93个房间中约有15%是通过Orbitz这样的在线网站订出去的,而让酒店出现在搜索首页十分重要。
Orbitz's chief executive, Barney Harford, has made data
mining a priority. Shortly after joining the company in 2009, the former Expedia
executive opened a small office in Sunnyvale, Calif., and recruited statisticians with backgrounds from eBay Inc. and Google Inc. for a new analytics team.
Orbitz的首席执行长巴尼·哈福德(Barney Harford)将数据挖掘视为重中之重。哈福德曾在Expedia任高管,2009年加入Orbitz后不久,他就在加州森尼维耳市(Sunnyvale)设立一个办公地点,从eBay和谷歌公司(Google)挖来数据分析员,组成一个新的分析小组。
Digging into the data, the team found some hotels were far more likely to be booked by Mac users. Nearly half of bookings on Orbitz for the Public Chicago -- a high-end Chicago hotel that boasts features such as 'lobby socializing' -- come from Mac visitors, said Mr. Liew of Orbitz.
通过对数据的深入挖掘,分析小组发现Mac用户对有些酒店情有独锺。Public Chicago是芝加哥一家高档酒店,推崇"大堂社交艺术"(lobby socializing)等特色理念,Orbitz的里欧说,在Orbitz网站上订这家酒店的有近一半是Mac用户。
Erica Spayd, a store
designer from Queens, N.Y., uses Orbitz to reserve flights and hotels from time to time using her MacBook Pro. 'It's clever,' the 31-year-old said of Orbitz's Mac targeting. 'As long as there's an option to sort by price I'm fine with it.'
住在纽约市皇后区(Queens)的艾瑞卡·斯派德(Erica Spayd)是一位门店设计师,她经常用自己的MacBook Pro笔记本电脑在Orbitz上预定机票和酒店。31岁的斯派德说,"这种定位方法很聪明,只要还能通过价格对酒店进行排序,我觉得没什么问题。"
Orbitz said the effort to
incorporate Mac vs. PC distinctions is still in its formative stages and isn't
evident across the site. Other factors have more influence over results, Mr. Liew said, including a user's
location and history on the site, as well as a hotel's overall
popularity and promotions. Still, he said, use of a Mac can influence results.
Orbitz公司表示,对Mac和PC用户不同偏好的商业利用还处于初级阶段,在搜索结果的显示上还不明显。里欧说,另一些因素对搜索结果的影响会更大一些,如用户的地理位置、网站浏览历史、酒店受欢迎程度和促销活动等。不过,使用Mac登录Orbitz网站也可能会影响到搜索结果。
Apple users already stand out as big spenders. Nearly half of retailers in a recent study by Forrester Research and Shop.org said users of tablets -- a large majority of which are iPads -- tend to place bigger online orders than users of laptops or desktops. Shoppers on Apple devices like iPhones also outspend shoppers using Android or BlackBerry devices, accounting for half of all mobile purchases, according to International Business Machines, which tracks data from retailers.
苹果用户早被视为一个高消费群体。在调研机构Forrester Research和Shop.org网站近期所做的一项研究中,有近一半的商家表示,平板电脑用户──很大一部分是iPad用户──在线下单的金额要比笔记本或台式电脑用户更高。据IBM公司对零售商的数据跟踪,用iPhone等苹果移动设备在线购物的人在消费额上超过了安卓(Android)和黑莓(Android)手机用户,占所有移动设备订单总额的一半。
Fashion site Rue La La pays close attention to iPhone and iPad users, who
account for 75% of all of its mobile orders, said CEO Ben Fischman.
奢侈品在线购物网站Rue La La的首席执行长本·费奇曼(Ben Fischman)说,公司非常重视iPhone和iPad用户,他们在其移动设备在线订单中占比高达75%。
Companies are just starting to look at whether users of Macs, who make up just 9.8% of the U.S. personal -computer market, according to market
research firm Gartner, might
exhibit similar characteristics.
据市场调研机构高德纳咨询公司(Gartner)的数据,Mac用户在美国个人电脑市场仅占9.8%。很多企业刚刚才开始研究,Mac用户在消费特征上是否也显示出类似的占比。
The average household
income for adult owners of Mac computers is $98,560, compared with $74,452 for a PC owner, according to Forrester.
据Forrester的数据,Mac电脑成年使用者的平均家庭收入为98,560美元,而PC机成年使用者的平均家庭收入为74,452美元。
Eventually, Orbitz may start to test if Mac users have identifiable preferences for car rentals and
flight bookings.
最终,Orbitz可能还会测试Mac用户在汽车租赁和机票预定上是否存在可识别的消费偏好。
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Some of the Criteria Orbitz Uses:
Orbitz显示搜索结果时考虑的一些要素:
Hotel Discounts, Browsing Activity
酒店折扣和浏览历史
A computer's operating
system is one of several factors Orbitz considers when serving up search results. The top results, for instance, are reserved for hotels that pay Orbitz for high-profile placement.
用户电脑的操作系统只是Orbitz提供酒店搜索结果时考虑的几个因素之一。举例而言,向Orbitz购买高搜索排位的酒店也将出现在搜索首页上。
Other criteria:
其他要素包括:
Deals: When hotels offer discounts, those properties move higher in the search results for all visitors.
折扣交易:酒店提供折扣时,其在所有访问者的搜索页面上排名都会升高。
Referring site: Orbitz makes assumptions about users' spending habits based on how they arrive at the site. If a shopper enters Orbitz through Kayak.com, which aggregates offers from travel sites, it might indicate a user is more
sensitive about price than a
visitor coming from review-focused Trip-Advisor, who may be more interested in hotel ratings.
关联网站:Orbitz根据用户进入网站的途径不同而对其消费习惯做出假设。如果用户通过旅行服务比价网站Kayak.com进入,系统可能认为该用户对价格更为敏感;如果用户通过好评网站Trip-Advisor进入,系统可能认为该用户对酒店评级更感兴趣。
Return visits: Booking history as well as other
previous activity on the site also come into play. Using purchase history from logged-in visitors, the site knows if a user has
repeatedly looked at certain hotel chains and may display those properties higher in the results.
回头客:预订记录以及用户在网站上的其他历史活动也会对搜索结果产生影响。用户登录后,根据其以往预定记录,网站可以知道该用户是否经常选择某个酒店连锁集团,并将其在搜索结果中的排名升高。
Location: Orbitz considers where a shopper is booking from. Using past purchase data, Orbitz considers the types of hotels New Yorkers tend to book when visiting Miami, for example, and takes those properties into account.
地理位置:Orbitz会考虑用户所在的地理位置。比如说,通过以往预定记录,网站会考虑一名纽约用户去迈阿密时经常会选择哪类酒店,并在搜索结果中予以体现。