This week, EyeForTravel held their European Online Marketing and Social Media in Travel 2011 conference in Amsterdam. A couple themes came up again and again in presentations….
Using customer knowledge for customization and personalization
Amazon.com knows a lot about you, and uses this to present relevant offers and sell more efficiently. Hotels and travel companies are sitting on a similar goldmine of data. Are you using it? How could you use it to communicate with and serve your guests?
Incentivizing customer advocates
There was a lot of attention around incentivizing your brand advocates to share information that leads to a sale. Do you have a program in place to recognize and reward your brand ambassadors?
Using social media as a part of day-to-day operations
I served as the judge for Simpliflying’s excellence in social media awards, and the presentations we reviewed spanned everything from KLM’s publicity campaigns – painting faces of their fans on the plane and surprising customers who checked in on Foursquare – to using QR codes to share airport construction progress. Activities like these can gain a lot of attention, but are typically not something you can repeat. The winners we selected – including citizenM – were using feedback from customers on the social web as a key component of their day-to-day operations and decision making. Setting up systems and processes that enable that is crucial for long-term success.
Some of our favorite tweets
Want to see how ReviewPro can help you better understand your hotel guests, and turn feedback into insights for improving quality and maximizing revenue? You should request a 15-minute demonstration now….