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.
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….