It goes without saying that without a clear, well researched and integrated social media and mobile strategy for travel, you may as well pack up and go home. In the run-up to EyeforTravel’s fast approaching Social Media and Mobile Strategies for Travel 2013 event, which takes place in San Francisco from March 18–19, we’ve been hearing from some our top speakers. Here we pull together some of their insights, tips and trends for for social and mobile in 2013 and beyond.
1. Listening is the word…
“People are speaking and sharing online about the experiences they’re having in your destination [or for that matter hotel, airport, aircraft or cruise ship], so you need to be listening in order to be aware and share,” says Kate Duffy, the Canada Tourism Agency’s manager for social media. After all, anybody reading this has likely been stuck at an airport waiting for a flight that has been delayed because of disruptive passengers on a previous flight, a freak weather event or a grounded plane blocking a runway. Many will have tweeted the experience or posted a Facebook status. What customers say depends very much on how an airline has kept us informed or responded to a frustrating situation. This is even more important in the hotel business. With airlines, we may grudgingly have to fly with an airline that has disappointed us, but hotels rarely get more than one chance. If we want to be where the customers are we need to tune into what they are saying – and there are tools today to help.
2. …and responding is with a human touch Once you’ve heard what your customer is saying – be that in a Tweet, Facebook post or a review TripAdvisor you need to respond accordingly. San Francisco based Liftopia’s social media manager, Katie Kearsey is conscious of being human, authentic, and engaging. “We are on a first name basis with our fans, followers and customers and are constantly trying to generate meaningful conversations and share useful information.” Klout’s Michael Tucci, who heads up Brand Partnerships, can’t stress enough how important it is to be authentic and build genuine trust. Read more
Published in: http://www.hospitalitynet.org